IT Support Specialist (Help Desk)

Company: Surge Staffing

Location: Columbus, Ohio - Headquarters

Work Environment: In-office

Employment Type: Full-time

Department: Information Technology

Position Summary

Surge Staffing is seeking a customer-focused IT Support Specialist (Help Desk Technician) to support employees at our headquarters and across our branch network. This individual will troubleshoot hardware, software, connectivity, and account access issues to keep employees productive and business operations running smoothly.

The ideal candidate is a strong problem solver who communicates clearly, stays organized, and provides patient, professional support to users with varying levels of technical knowledge.

Key Responsibilities

• Serve as the first point of contact for technical support requests through phone, email, and the help desk ticketing system.
• Troubleshoot issues involving desktops, laptops, monitors, printers, scanners, phones, and other office equipment.
• Support Windows operating systems and Microsoft 365 applications, including Outlook, Teams, Word, and Excel.
• Diagnose basic network, Wi-Fi, internet connectivity, and VPN issues; escalate more complex problems as needed.
• Install, configure, update, and maintain approved hardware and software.
• Assist with employee onboarding by preparing equipment, configuring user accounts, and confirming access to required systems.
• Support employee offboarding by restricting access and coordinating equipment recovery according to established procedures.
• Handle password resets, multifactor authentication support, and approved access requests.
• Provide remote technical assistance to branch employees and coordinate on-site support when necessary.
• Document support requests, troubleshooting steps, and resolutions accurately in the ticketing system.
• Prioritize requests by urgency and business impact, and keep employees informed of progress.
• Escalate unresolved issues to the appropriate IT team member or vendor and follow through to resolution.
• Maintain equipment inventory, assignment records, and support documentation.
• Help employees understand basic technology practices and recognize potential security concerns.
• Follow company procedures for protecting employee, candidate, and client information.
• Assist with technology rollouts, equipment replacements, and other IT projects.

Required Qualifications

• High school diploma or equivalent.
• At least 2-3 years of experience in IT help desk, desktop support, or a similar technical support role.
• Working knowledge of Windows operating systems, Microsoft 365, and common office hardware.
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN connectivity.
• Experience troubleshooting technical issues and clearly explaining solutions to nontechnical users.
• Strong customer service, communication, and organizational skills.
• Ability to manage multiple support requests in a fast-paced environment.
• Strong attention to detail and discretion when handling confidential information.
• Ability to work independently and collaborate with a broader IT team.

Preferred Qualifications

• Associate degree or technical training in information technology, computer science, or a related field.
• CompTIA A+, Network+, or relevant Microsoft certification.
• Experience with Active Directory or Microsoft Entra ID.
• Familiarity with ticketing systems, remote support tools, and endpoint management platforms.
• Experience supporting employees across multiple office locations.
• Exposure to staffing, recruiting, applicant tracking, or other business applications.

IND1