IT Help Desk Technician

Lifeline of Ohio is looking for an IT Help Desk Technician to join its Cincinnati team on a full-time, onsite basis. The role provides ongoing tier-one support for end-user hardware, software, network equipment and servers that serve Lifeline’s member organizations, aligning with the Network for Life mission and values. This is a hands-on position that suits someone who enjoys solving practical IT problems and can explain technical concepts to users with varied levels of expertise.

Based in Cincinnati, the role involves collaborating with colleagues to keep systems running smoothly and to help end users get the most from their technology. It would suit someone who combines strong technical skills with a friendly, service-minded approach and who wants to contribute to a mission-driven team.

The role is onsite and team-aware, with opportunities to work closely with the Systems Administration Team on network equipment and to participate in ongoing equipment maintenance and end-user support. You’ll be a frontline resource for member organizations, handling setup for new users, providing basic IT training, and ensuring users can log in and work effectively from day one.

What You’ll Do As An IT Help Desk Technician In Cincinnati

On a typical day you’ll troubleshoot and support member organizations’ end-user hardware and software applications, manage incidents in IT support tickets, and escalate issues to the proper teams when needed. You’ll keep clear records of incidents and requests, and you’ll help track IT inventory for incoming and outgoing equipment, excluding network gear. You’ll also handle new user setups, configuring IT equipment, installing required software, providing login access, and ensuring new users can function right away.

You’ll orient new users to the organizations’ information systems and provide initial IT and equipment training, with ongoing training support for software, computers, printers and cell phones. In addition, you’ll assist the Systems Administration Team with supporting network equipment (routers, switches, access points, etc.) and participate in the setup, maintenance and repair of PC hardware and audiovisual gear, including projectors, televisions and recording devices. A key part of the role is documenting and logging all work and participating in after-hours on-call rotation with other staff.

The Right Candidate For Lifeline Of Ohio’s IT Help Desk Role

Must-have requirements

• High school diploma or equivalent
• Strong technology skills and knowledge of electronic equipment including computer hardware, software, applications, and programming such as Microsoft Office Suite, including Outlook and Teams, as well as other virtual platforms or related software
• Ability to complete multi-step processes in a high stress environment and demonstrated ability to maintain confidentiality
• Ability to communicate technical concepts effectively to a varied audience
• Key attributes: effective communication and interpersonal skills; ability to collaborate and function effectively in a team environment; good problem solving and analytical skills

Nice-to-have attributes

• Experience in IT support, help desk, or technical troubleshooting
• Business Systems Knowledge including Microsoft Office 365 applications (Word, Excel, PowerPoint, Access, Outlook, Sharepoint, One Drive, Skype) and Microsoft server applications
• Knowledge of LAN/WAN networking technologies
• Experience with telecommunications such as IP phone systems, cell phones and related equipment
• Familiarity with Unified Communications as a service

Pay And Practical Details For The IT Help Desk Technician

Location and work arrangement: Cincinnati, Ohio, onsite

Travel: Travel within our member organizations donation service area is required. Majority of travel will be round-trip within a typical business day.

Physical demands: An individual should be able to lift up to 50 lbs and be able to sit or stand for extended periods of time. Work may involve reaching, bending and walking, and occasional exposure to outside weather factors due to travel.

Other: The position includes an after-hours on-call rotation with other staff to address urgent issues as they arise.

Advice For Applicants For The IT Help Desk Technician Role

Lead with IT support experience on your resume. Put your end-user support, ticketing, and incident resolution work up front, and highlight any experience with new-user setups and trainings, plus your familiarity with Microsoft 365 apps like Outlook and Teams.

Demonstrate the must-have skills with concrete examples. Show how you explain technical concepts to non-technical users, how you maintain confidentiality in sensitive situations, and how you navigate multi-step processes under pressure. If you’ve supported member organizations or similar teams, call that out with specifics.

Prepare for interviews with practical scenarios. Be ready to walk through a trouble-shooting sequence you used for a hardware or software issue, the steps you took to resolve it, and how you communicated with the user throughout the process to ensure a positive experience.

Ask a targeted question at interview time. For example, inquire about the frequency of the after-hours on-call rotation, the typical devices and software in use across member organizations, and opportunities for on-the-job training or professional growth within the role.