Sr. IT Helpdesk Specialist

Amerit Fleet Solutions•Sidney, OH

3d•$27 - $34•Onsite

About The Position

We are seeking a hands-on, mid-level to Senior IT Helpdesk Support Specialist to work on-site, in person, at our East Liberty, Ohio office, providing both in-person and remote technical support. This role will support approximately 20 in-office end users at the East Liberty location, as well as a remote workforce of approximately 4,000 employees located across the East Coast, West Coast, and Canada. This is a fully in-person position (not remote or hybrid). We're looking for someone with a strong technical foundation who can operate with minimal supervision, handle escalations confidently, and help mentor junior team members. The ideal candidate is a customer-focused, detail-oriented technologist who thrives in a fast-paced, high-ticket-volume environment and is comfortable working across multiple time zones.

Requirements

4+ years of experience in an IT helpdesk, desktop support, or technical support role (mid-level to senior)
Demonstrated ability to work independently, prioritize competing demands, and handle escalations with minimal supervision
Strong working knowledge of Microsoft Entra ID (Azure AD) – user/group management, device registration, basic conditional access concepts
Proficiency supporting Windows 10/11 operating systems
Solid experience with Microsoft 365 administration and end-user support
Experience troubleshooting Android and iOS smartphones/tablets
Familiarity with remote management tools (e.g., NinjaOne, RMM platforms, Intune/screen-sharing tools)
Hands-on experience with Zendesk or similar ticketing systems
Understanding of basic cybersecurity concepts (phishing, malware, endpoint protection, password/MFA best practices)
Proven ability to manage a high volume of tickets while maintaining quality and SLA compliance
Strong troubleshooting skills for both hardware and software, in-person and remote
Excellent customer service and communication skills, with the ability to explain technical issues to non-technical users
Ability to work collaboratively within a larger, distributed IT team
Prior experience mentoring, training, or providing technical guidance to junior/entry-level support staff
Willingness/ability to occasionally adjust working hours to support East Coast, West Coast, and Canadian time zones

Nice To Haves

Relevant certifications such as BS in Computer Science or Relevant, CompTIA A+, Microsoft 365 Certified: Fundamentals, or Microsoft Certified: Endpoint Administrator Associate
Experience supporting a hybrid or fully remote workforce
Experience with hardware imaging/provisioning tools (e.g., Autopilot, Intune)
Basic scripting knowledge (PowerShell) for repetitive task automation
Prior experience shipping/coordinating equipment logistics across multiple states/provinces

Responsibilities

Provide Tier 1/Tier 2 technical support to end users via Zendesk, ensuring timely and accurate resolution of tickets
Manage and prioritize a high daily volume of support tickets (supporting a total user base of ~4,020 employees, including 20 on-site and ~4,000 remote), meeting SLA targets for response and resolution times
Deploy, configure, and image hardware (laptops, desktops, peripherals) for new hires and existing staff
Troubleshoot hardware and software issues both in-person (for local office users) and remotely (for distributed employees across the U.S. and Canada)
Administer and support user accounts, groups, and access via Microsoft Entra ID (Azure AD)
Provide support for Windows operating systems, ensuring devices are updated, secure, and functioning properly
Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, Excel, Word, etc.), including license management, mailbox issues, and app troubleshooting
Configure and troubleshoot smartphones (Android/iOS), including mobile device enrollment and management
Set up and maintain IT peripherals (monitors, docking stations, printers, headsets, webcams, etc.)
Utilize remote management and monitoring tools (e.g., RMM/MDM platforms) to support and manage remote endpoints
Apply basic cybersecurity best practices, including endpoint protection, phishing awareness, and secure device configuration
Maintain accurate documentation of issues, resolutions, and standard operating procedures in the knowledge base
Manage IT asset inventory, including hardware allocation, tracking, and lifecycle management (procurement to retirement)
Coordinate shipping/logistics for hardware deployment and returns for remote employees across multiple states/provinces
Escalate complex issues to senior IT staff or relevant teams as needed
Serve as an escalation point for complex or high-priority issues raised by junior helpdesk staff
Mentor and provide guidance to junior/entry-level helpdesk team members on troubleshooting techniques and best practices
Identify recurring issues and contribute to process improvements, automation opportunities, and documentation/knowledge base development
Collaborate closely with the broader IT team on projects, process improvements, and cross-functional initiatives
Deliver a consistently professional, patient, and service-oriented experience to all end users

Benefits

Full benefits within 30 days
Medical, dental, vision, prescription drug coverage, life insurance, disability insurance
401(k) match program
Paid vacation, holidays, and sick time
Commitment to your safety through boot and prescription safety glasses reimbursement
Career and learning development with an extensive training program through our Amerit University
Employee referral program, up to $1,000 bonus
ASE certification program with fee reimbursement and bonus
Employee recognition platform that includes opportunities to redeem points for merchandise
Employee Assistance Program (EAP)
24/7 nurse triage line
Employee discounts on cell phone service and entertainment tickets
Employee resource groups (ERGs) that foster inclusion
Wellness and fitness programs through our providers