{"id":1996259,"url":"https://alion.io/job/amerit-fleet-solutions-sr-it-helpdesk-specialist-2","title":"Sr. IT Helpdesk Specialist","company":{"id":3789893,"name":"Amerit Fleet Solutions","domain":"ameritfleetsolutions.com","url":"https://alion.io/company/ameritfleetsolutions","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":100,"open_postings":21,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":11,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sidney, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":35,"max":38,"currency":"USD","period":"hour","gross":null,"usd_annual":76000},"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"SharePoint","optional":false},{"name":"Windows","optional":false},{"name":"PowerShell","optional":true}],"status":"live","first_seen_at":"2026-10-07T09:08:13Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-30T09:54:40Z","board_verified":true,"closed_at":null,"days_open":23,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":23},"description":"Position Summary\nWe are seeking a hands-on, mid-level to Senior IT Helpdesk Support Specialist to work on-site, in person, at our East Liberty, Ohio office, providing both in-person and remote technical support. This role will support approximately 20+ in-office end users at the East Liberty location, as well as a remote workforce of approximately 4,000 employees located across the East Coast, West Coast, and Canada. This is a fully in-person position (not remote or hybrid). We're looking for someone with a strong technical foundation who can operate with minimal supervision, handle escalations confidently, and help mentor junior team members. The ideal candidate is a customer-focused, detail-oriented technologist who thrives in a fast-paced, high-ticket-volume environment and is comfortable working across multiple time zones.\nCompensation: Competitive Salary Pay - Paid weekly, every Friday! $35 - $38 per hour depending on experience.\nThe benefits of belonging - what’s in it for you?\nFull benefits within 30 days\nMedical, dental, vision, prescription drug coverage, life insurance, disability insurance\n401(k) match program\nPaid vacation, holidays, and sick time\nCommitment to your safety through boot and prescription safety glasses reimbursement\nCareer and learning development with an extensive training program through our Amerit University\nEmployee referral program, up to $1,000 bonus\nASE certification program with fee reimbursement and bonus\nEmployee recognition platform that includes opportunities to redeem points for merchandise\nEmployee Assistance Program (EAP)\n24/7 nurse triage line\nEmployee discounts on cell phone service and entertainment tickets\nEmployee resource groups (ERGs) that foster inclusion\nWellness and fitness programs through our providers\nEssential Duties & Responsibilities\nProvide Tier 1, Tier 2 and Tier 3 technical support to end users via Zendesk, ensuring timely and accurate resolution of tickets\nManage and prioritize a high daily volume of support tickets (supporting a total user base of ~4,020 employees, including 20 on-site and ~4,000 remote), meeting SLA targets for response and resolution times\n Deploy, configure, and image hardware (laptops, desktops, peripherals) for new hires and existing staff\nTroubleshoot hardware and software issues both in-person (for local office users) and remotely (for distributed employees across the U.S. and Canada)\nAdminister and support user accounts, groups, and access via Microsoft Entra ID (Azure AD)\nProvide support for Windows operating systems, ensuring devices are updated, secure, and functioning properly\nSupport Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, Excel, Word, etc.), including license management, mailbox issues, and app troubleshooting\nConfigure and troubleshoot smartphones (Android/iOS), including mobile device enrollment and management\nSet up and maintain IT peripherals (monitors, docking stations, printers, headsets, webcams, etc.)\nUtilize remote management and monitoring tools (e.g., RMM/MDM platforms) to support and manage remote endpoints\nApply basic cybersecurity best practices, including endpoint protection, phishing awareness, and secure device configuration\nMaintain accurate documentation of issues, resolutions, and standard operating procedures in the knowledge base\nManage IT asset inventory, including hardware allocation, tracking, and lifecycle management (procurement to retirement)\nCoordinate shipping/logistics for hardware deployment and returns for remote employees across multiple states/provinces\nEscalate complex issues to senior IT staff or relevant teams as needed\nServe as an escalation point for complex or high-priority issues raised by junior helpdesk staff\nMentor and provide guidance to junior/entry-level helpdesk team members on troubleshooting techniques and best practices\nIdentify recurring issues and contribute to process improvements, automation opportunities, and documentation/knowledge base development\nCollaborate closely with the broader IT team on projects, process improvements, and cross-functional initiatives\nDeliver a consistently professional, patient, and service-oriented experience to all end users\nKey Competencies and Minimum Education\n6+ years of experience in an IT helpdesk, desktop support, or technical support role (mid-level to senior)\nBachelors Degree such as BS in Computer Science or IT\nOR Relevant, BusinessCompTIA A+, Microsoft 365 Certified: Fundamentals, or Microsoft Certified: Endpoint Administrator Associate\nDemonstrated ability to work independently, prioritize competing demands, and handle escalations with minimal supervision\nStrong working knowledge of Microsoft Entra ID (Azure AD) - user/group management, device registration, basic conditional access concepts\nProficiency supporting Windows 10/11 operating systems\nExperience with hardware imaging/provisioning tools (e.g., Autopilot, Intune)\nSolid experience with Microsoft 365 administration and end-user support\nExperience troubleshooting Android and iOS smartphones/tablets\nFamiliarity with remote management tools (e.g., NinjaOne, RMM platforms, Intune/screen-sharing tools)\nHands-on experience with Zendesk or similar ticketing systems\nUnderstanding of basic cybersecurity concepts (phishing, malware, endpoint protection, password/MFA best practices)\nProven ability to manage a high volume of tickets while maintaining quality and SLA compliance\nStrong troubleshooting skills for both hardware and software, in-person and remote\nExcellent customer service and communication skills, with the ability to explain technical issues to non-technical users\nAbility to work collaboratively within a larger, distributed IT team\nPrior experience mentoring, training, or providing technical guidance to junior/entry-level support staff\nWillingness/ability to occasionally adjust working hours to support East Coast, West Coast, and Canadian time zones\nPreferred Qualifications\nExperience supporting a hybrid or fully remote workforce\nBasic scripting knowledge (PowerShell) for repetitive task automation\nPrior experience shipping/coordinating equipment logistics across multiple states/provinces\nWorking Conditions\nAbility to lift and carry IT equipment (up to 30-40 lbs) for hardware deployment and setup\nMust be able to work on-site full-time at the East Liberty, Ohio 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