Technical Support Engineer

CLARITAS LLC•Cincinnati, OH

3d•Onsite

About The Position

The Technical Support Engineer serves as the Tier 1 internal help desk for all Claritas employees — the first point of contact for technical issues spanning end-user devices, cloud platforms, identity and access management, and AI-powered productivity tools. This role demands an obsessive commitment to detail and a customer-first attitude: every ticket is an opportunity to deliver a fast, thorough, and professional experience to an internal colleague. The ideal candidate is self-directed, communicates with clarity and empathy, and takes personal ownership of issues from first contact through resolution. As Claritas continues to expand its use of AI platforms and cloud-based tooling, this role is expected to grow alongside that landscape and actively support its adoption across the organization.

Requirements

Bachelor’s degree in information technology, Computer Science, or related field with 2+ years of experience; or 5+ years of proven experience in a Technical Support, Desktop Support, or IT Help Desk role in lieu of degree
Demonstrated customer-first orientation: builds trust with internal users, communicates with empathy, and takes personal ownership of issues through to resolution
Exceptional attention to detail: thorough documentation, precise troubleshooting, and meticulous follow-through on every open ticket
Demonstrated proficiency in Microsoft 365, Sharepoint, and Exchange cloud platforms
Experience administering identity and access management via Okta
Hands-on experience with Windows, Linux, and macOS environments
Strong understanding of ITIL framework and help desk best practices
Excellent verbal and written communication skills; ability to translate technical issues for non-technical users
Ability to manage multiple open issues simultaneously, prioritize effectively, and meet deadlines

Nice To Haves

Familiarity with AI productivity platforms: Claude, ChatGPT, Lovable, n8n.io, or comparable tools — including basic administration, user onboarding, and troubleshooting common issues
Relevant Microsoft certifications: Modern Desktop Administrator Associate, Messaging Administrator Associate, or Security, Compliance, and Identity Fundamentals

Responsibilities

Serve as Tier 1 internal help desk — the first point of contact for all employee technical support requests across hardware, software, cloud platforms, and AI tooling
Diagnose and resolve issues related to cloud services, email systems, device management, identity, and access; escalate to Tier 2 with thorough documentation when appropriate
Administer user accounts, permissions, and access rights via Okta, Microsoft 365, and other platforms
Manage and optimize Exchange mail services and troubleshoot related issues
Implement and manage device policies and configurations using Intune
Provide support for AI productivity platforms in use across the organization (Claude, ChatGPT, Lovable, n8n.io, and others as adopted)
Maintain accurate, detailed documentation of support processes, troubleshooting steps, and resolutions; create and update knowledge base articles
Provide proactive, timely status updates to users throughout the lifecycle of their support requests
Collaborate with cross-functional IT and platform teams to implement projects and initiatives
Identify opportunities for process improvement and automation; participate in post-incident reviews
Work with vendors to resolve issues and ensure timely delivery of support