Managed Service Specialist (in-office position)

EAJ Services, LLC•Blue Ash, OH

1d•Onsite

About The Position

NextStep Networking, part of the Net X IT Solutions family of companies, provides managed IT services, cybersecurity, cloud technologies, and technical support to organizations. The Managed Service Helpdesk Specialist is the primary point of contact for client support needs. Most work is performed remotely from the helpdesk, diagnosing and resolving issues, handling tickets and user accounts, and helping keep systems stable and secure. On-site visits are also assigned for hardware deployments, hands-on troubleshooting, scheduled maintenance, and other pre-scheduled work. This is a full-time, in-office role with occasional after-hours on-call responsibilities for evening or weekend support. The work takes place primarily in the office and at client locations, with local travel required and some overnight travel possible. The position supports local government teams and requires clear communication with clients and colleagues, attention to confidentiality and data security, and the ability to work independently and collaboratively.

Requirements

High school diploma or GED.
Eligible to work in the United States; proof of work authorization is required.
Valid driver's license, reliable transportation, and a clean driving record.
Strong understanding of hardware, software, and networking fundamentals.
Experience with Microsoft 365 Admin Console, Google Workspace, and Active Directory.
Familiarity with MDM tools and cloud management systems.
Excellent communication and customer service skills, including strong spoken and written English.
Analytical and adaptable problem-solving skills.
Ability to multitask and prioritize effectively.
Positive attitude and eagerness to learn.
Commitment to confidentiality and data security best practices.
Strong interpersonal and time-management skills.
Ability to work independently and collaboratively in a client-facing role.
Ability to lift up to 50 pounds and perform hands-on technical work.
Ability to stand and walk regularly and use hands to handle or feel; may occasionally need to stoop, kneel, crouch, or crawl.
Ability to travel locally; some overnight travel may occur.

Nice To Haves

A+ and Network+ certifications, or willingness to obtain them.
Experience providing end-user or deskside IT support.

Responsibilities

Provide first-level technical support via phone, email, remote tools, and a ticketing system.
Diagnose and resolve computer, printer, and peripheral hardware issues.
Manage user accounts, passwords, and device enrollments.
Support Microsoft 365, Google Workspace, Windows operating systems, and proprietary applications.
Assist with audiovisual setup for meetings and public events.
Log service tickets, track progress, and maintain accurate documentation.
Follow data privacy and cybersecurity protocols.
Participate in an on-call rotation for evening and weekend support as needed.
Complete assigned on-site visits, including hardware deployments, hands-on troubleshooting, and scheduled maintenance.