Technical Support Specialist

Technical Support

$29.80-$31.25

Monday-Friday 8:00am-5:00pm or 8:30-5:30

Temp to Hire

Columbus, Ohio

Why you'll love the role:

• Highly competitive total compensation package
• Generous medical, dental, & vision insurance coverage (eligible day 1)
• 401k + company match (after 3 months)
• Unlimited PTO policy
• 8 company paid holidays
• Potential bonus of up to $2500 annually

What you'll do:

• Deliver exceptional customer service by serving as the first point of contact for technical support and ensuring all interactions meet or exceed departmental standards.
• Respond promptly to user inquiries via phone and email, aiming to answer calls within three rings and prioritize phone-based resolutions.
• Diagnose and resolve hardware and software issues, including system configuration, user guidance, and identifying policy or engagement boundaries.
• Communicate clearly with users to understand issues, provide step-by-step solutions, and follow up to confirm successful resolution and system functionality.
• Accurately log, track, and manage support tickets in Freshdesk, documenting the reason for contact, expected vs. actual results, and relevant examples.
• Escalate tickets and cases according to departmental protocols while collaborating cross-functionally to meet SLAs, SOWs, and company standards.
• Maintain system functionality and ensure compliance with all departmental procedures and client service level agreements.
• Create, maintain, and update technical documentation, knowledge base articles, and reports to support continuous improvement and knowledge sharing.

Who we're looking for:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field preferred, with 2–3 years of experience in technical or IT support and the ability to troubleshoot and resolve complex technical issues.
• Proficiency in Windows, macOS, and Linux operating systems, along with strong knowledge of networking protocols, hardware components, and software applications.
• Experience using remote support tools and help desk software, with familiarity in scripting and automation tools such as PowerShell, C+, Python, and Bash.
• Strong problem-solving and analytical skills with a proactive approach to identifying and resolving technical challenges efficiently.
• Excellent verbal and written communication skills, with the ability to work independently and collaboratively while maintaining a patient, customer-focused approach.
• Ability to sit at a desk and work on a computer for approximately 90% of the shift, provide phone-based support, work flexible hours including evenings and weekends, participate in on-call rotations, and perform effectively under pressure during system outages or critical incidents.

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About Dawson

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