Technical Support Engineer

This position is located in our Cincinnati office. This is not a remote position.Position SummaryThe 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.Primary ResponsibilitiesServe as Tier 1 internal help desk — the first point of contact for all employee technical support requests across hardware, software, cloud platforms, and AI toolingDiagnose and resolve issues related to cloud services, email systems, device management, identity, and access; escalate to Tier 2 with thorough documentation when appropriateAdminister user accounts, permissions, and access rights via Okta, Microsoft 365, and other platformsManage and optimize Exchange mail services and troubleshoot related issuesImplement and manage device policies and configurations using IntuneProvide 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 articlesProvide proactive, timely status updates to users throughout the lifecycle of their support requestsCollaborate with cross-functional IT and platform teams to implement projects and initiativesIdentify opportunities for process improvement and automation; participate in post-incident reviewsWork with vendors to resolve issues and ensure timely delivery of supportSkills, Education and ExperienceRequired: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 degreeDemonstrated customer-first orientation: builds trust with internal users, communicates with empathy, and takes personal ownership of issues through to resolutionExceptional attention to detail: thorough documentation, precise troubleshooting, and meticulous follow-through on every open ticketDemonstrated proficiency in Microsoft 365, Sharepoint, and Exchange cloud platformsExperience administering identity and access management via OktaHands-on experience with Windows, Linux, and macOS environmentsStrong understanding of ITIL framework and help desk best practicesExcellent verbal and written communication skills; ability to translate technical issues for non-technical usersAbility to manage multiple open issues simultaneously, prioritize effectively, and meet deadlinesHighly preferred:Familiarity with AI productivity platforms: Claude, ChatGPT, Lovable, n8n.io, or comparable tools — including basic administration, user onboarding, and troubleshooting common issuesRelevant Microsoft certifications: Modern Desktop Administrator Associate, Messaging Administrator Associate, or Security, Compliance, and Identity Fundamentals #J-18808-Ljbffr