Help Desk Support Specialist Sr.

Weltman, Weinberg & Reis Co., LPA•Cincinnati, OH

8h•$25 - $28•Onsite

About The Position

The Help Desk Support Specialist Sr. (Tier II Specialist) is the primary technical escalation point for Help Desk Level 1, bridging first-level triage and physical Desktop Support. The role focuses on remotely resolving complex technical issues and reducing unnecessary desk-side escalations by applying advanced diagnostic skills. The specialist investigates and resolves escalated software, operating system, networking, access, and profile issues; validates whether tickets truly require physical support; and documents problems and resolutions. The role also contributes to knowledge management by maintaining technical documentation and mentoring Level 1 staff. It may provide Level 1 support as needed, and requires completion of applicable training and regular, predictable attendance.

Requirements

One-year certificate from a college or technical school in computer science or data processing.
At least 2 years of troubleshooting experience in a high-volume help desk or technical support environment.
Good organizational skills, adaptability, and ability to prioritize tasks.
Ability to read and understand software, hardware, and process documentation and develop instructional materials as needed.
Strong soft skills, including communication, customer service, patience, empathy, and interpersonal communication.
Advanced knowledge of and experience with Microsoft Windows 11.
Deep understanding of Microsoft Office 365 applications and profile management.
Active Directory administration experience, including setup, maintenance, and removal of user accounts and security groups.
Experience with remote desktop software used for customer support.
VPN troubleshooting knowledge.
Knowledge of Microsoft Endpoint Configuration Manager (MECM).

Responsibilities

Recognize, research, isolate, and resolve user problems, follow up, and communicate root-cause status to users and IT management as appropriate.
Review, prioritize, and resolve Level 1 escalations requiring advanced diagnostics or elevated administrative privileges.
Perform root-cause analysis on tickets referred to Desktop Support and validate whether a desk-side visit, hardware replacement, or reimaging is genuinely required.
Diagnose and resolve complex Windows 11 and Microsoft Office 365 software compatibility, registry, and operating system issues beyond basic installation.
Troubleshoot advanced networking issues, including VPN connectivity, remotely.
Investigate recurring software failures and profile corruption to avoid full system reimaging where possible.
Review Active Directory, application, and hardware access to ensure correct permissions are applied.
Identify recurring issues and create or update technical documentation.
Mentor Level 1 staff on diagnostic procedures to improve First Call Resolution rates.
Use remote desktop software to support off-site and remote users as the final remote support tier before hardware replacement is required.
Log and track calls and maintain complete, accurate histories and problem documentation in the ticketing system.
Support Level 1 functions as needed, including call queue support, password resets and unlocks, and ticket triage.
Complete all required training applicable to the position.
Maintain regular and predictable attendance.
Perform other duties as assigned.

Benefits

16 days of paid time off (PTO) annually
9 company-paid holidays
Medical, prescription drug, dental, and vision benefits
401(k)
Parental leave
Life and disability insurance
Promotional opportunities from within the firm
Employee perks from Verizon, car dealerships, local movie theaters, theme parks, and others
Positive office environment with regularly scheduled parties, contests, and community support initiatives
On-site Bistro To Go vending and fresh foods
Free on-site fitness center