Help Desk & IT Support Specialist

Duties: Primary Focus- Helpdesk · Serve as the first point of contact for all IT support requests via phone, email, or ticketing system.· Troubleshoot and resolve hardware, software, and networking in a timely and professional manner.· Prioritize, track, and close helpdesk tickets; escalate complex issues appropriately while keeping users informed. Documentation & Knowledge Base· Create and maintain clear, up-to-date documentation, how-to guides, and runbooks.·Actively contribute to and keep the knowledge base current so solutions are reusable and knowledge is not siloed. Infrastructure Support & Coverage (Secondary)· Assist with and learn the Hyper-V virtualization environment (hosts, VMs, basic troubleshooting and monitoring).· Support Dell switch configuration, basic networking tasks, and connectivity troubleshooting.·Assist with Forti Gate firewall tasks under guidance (policy reviews, VPN support, monitoring).·Help monitor and support backup systems; participate in recovery testing and documentation.· Gradually take on more infrastructure responsibilities to ensure continuity as the current IT Manager reduces involvement.

Additional Support Duties: · Support Windows desktop/laptop environments and Active Directory user accounts as needed.· Assist with hardware setup, imaging, and basic asset tracking.· Follow established processes and contribute ideas for improving support efficiency and reliability. Reasonable Accommodations Statement: An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Required Qualifications: · Proven experience in a helpdesk, desktop support, or IT support role with strong customer-service skills.· Ability to diagnose and resolve common end-user technical issues (Windows, Office/Microsoft 365, printers, network connectivity, accounts).· Excellent written and verbal communication skills; able to explain technical issues clearly to non-technical users.· Strong documentation habits and willingness to maintain a shared knowledge base.· Solid foundational understanding of networking concepts (TCP/IP, DNS, DHCP) and Windows environments.· Willingness and ability to learn Hyper-V, Dell networking, Forti Gate, and backup systems on the job.· Reliable, organized, and able to work independently while knowing when to escalate.

Preferred Qualifications: · Hands-on exposure to Microsoft Hyper-V, Dell switches, Forti Gate firewalls, or enterprise backup solutions.· Experience with ticketing systems and formal helpdesk processes.· CompTIA A+, Network+, or similar foundational certifications.· Familiarity with Active Directory and Microsoft 365 administration.· Previous experience in a small-to-medium business environment where support staff wear multiple hats.

Education & Experience: · Associate’s or Bachelor’s degree in IT or related field preferred, or equivalent experience.· 2–5 years of hands-on IT support / helpdesk experience.

Travel Requirements: · Must be able to travel weekly between Colerain and Fairfield plant locations. Join us in delivering outstanding IT support that keeps our organization running smoothly! Your expertise will be vital in creating an efficient digital workspace while providing exceptional customer service every step of the way.