IT Help Desk Specialist

The Help Desk Support Specialist will assist with troubleshooting, diagnosing, and resolving technical issues related to hardware, software, networking, and other IT-related problems. The role will require strong communication skills, problem-solving abilities, and a willingness to learn in a fast-paced environment.

Location: Hybrid - Columbus, OH
Compensation: $20-25/hour (intent to hire FTE)
Key Responsibilities:

• Provide first-line support for users by phone, email, or chat.


• Troubleshoot and resolve technical issues related to software, hardware, and networking.


• Document all issues, resolutions, and actions taken in the help desk system.


• Escalate unresolved issues to higher-level support teams or specialized technicians.


• Assist in the setup, configuration, and maintenance of computer systems, hardware, and software.


• Perform routine checks and maintenance tasks for systems and network.


• Ensure timely resolution of user inquiries and follow up on open tickets.


• Maintain a positive customer service attitude and provide helpful guidance to users.


• Stay updated on common IT issues, solutions, and tools.

Skills/Experience Required:

• Education: Associate degree in information systems or similar preferred; High School Diploma or equivalent required


• Working knowledge of ticketing systems, preferably Freshservice


• Exposure of Active Directory management, including password resets and account updates


• Familiarity with security access systems like EntraPass Web


• Basic troubleshooting skills for phone systems and email security tools like Mimecast


• Ability to provide user support and training for conference room equipment


• Knowledge of VPN software installation and troubleshooting, especially Global Protect


• Excellent communication and customer service skills


• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.