> Markdown version of [/jobs/ext/264059-help-desk-support-specialist-sr](https://www.wearedevelopers.com/jobs/ext/264059-help-desk-support-specialist-sr). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Support Specialist Sr. - **Company:** Weltman, Weinberg & Reis Co. - **Location:** Cincinnati, OH, United States - **Experience:** Expert - **Salary:** $49,795.0 - $64,792.0 - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Microsoft Windows, Active Directory, Data Analysis, Computer Terminals, Identity and Access Management, Issue Tracking Systems, IT Management, Virtual Private Networks (VPN), Knowledge Management, Microsoft Office, System Center Configuration Manager, Remote Desktop Services, Data Processing, Office365, Information Technology, User Accounts - **Published:** May 14, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=6ac8069473bdf5b6 ## About the Role Do you have experience in Windows?, Do you have a Trade school?, * Education: One year certificate from college or technical school in computer science or data processing. * Experience: A minimum of 2 years troubleshooting experience in a high-volume help desk or technical support environment. * Skills: + Must possess good organizational skills, be adaptable, and be able to prioritize tasks. + Ability to read and understand software, hardware and process documentation as well as develop instructional materials as needed. + High degree of soft skills, such as good communication, best customer service practices (especially patience and empathy) and excellent interpersonal communication. * Technical Knowledge: + Advanced knowledge of and experience with Microsoft Windows 11. + Deep understanding of Microsoft Office 365 applications and profile management. + Active Directory administration including the setup, maintenance, and removal of user accounts and security groups. + Remote desktop software used to provide remote customer support. + VPN troubleshooting. + Knowledge of Microsoft Endpoint Configuration Manager (MECM)., The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to remain in a stationary position at a workstation. This position requires constant use of hands and fingers for typing and operating a computer and other office equipment. The employee must possess the ability to communicate information and ideas in writing and verbally. Occasional standing, walking, bending, and lifting of items weighing up to 20 pounds may be required. Close visual acuity is needed to read, analyze data, and view a computer terminal for extended periods. ## Description Position Purpose: Under general supervision, the Help Desk Support Specialist Sr. (Tier II Specialist) serves as the primary technical escalation point for the Help Desk (Level 1). This role is designed to bridge the gap between first-level triage and physical Desktop Support. The Senior Specialist focuses on the remote resolution of complex technical issues to minimize unnecessary escalations to the Desktop Support team, handling items that require advanced diagnostic skills., Escalation Management & Triage: * Conducts problem recognition, research, isolation, resolution and follow-up for user problems. Effectively communicating, as appropriate, the status on root cause to users and IT management. * Reviews, prioritizes, and resolves tickets escalated by Level 1 Support that require advanced diagnostic time or elevated administrative privileges. * Validates all support tickets destined for Desktop Support by performing root-cause analysis to ensure the issue genuinely requires a physical desk-side visit, hardware replacement, or reimaging. Advanced Remote Troubleshooting: * Diagnoses and resolves complex software compatibility, registry, and operating system issues for Windows 11 and Microsoft Office 365 beyond basic installation. * Troubleshoots advanced networking issues including VPN connectivity remotely. * Investigates repeated software failures or profile corruptions to prevent the need for full system re-imaging. Identity & Access Management: * Performs Active Directory access review, application and hardware access to ensure correct permissions are applied. Knowledge Management: * Identifies recurring issues and creates and updates technical documentation. * Mentors Level 1 staff on diagnostic procedures to improve "First Call Resolution" rates. Operational Support: * Utilizes remote desktop software to resolve issues for off-site or remote users, serving as the final remote support tier before hardware replacement is required. * Logs and tracks calls and maintains history records and related problem documentation within ticketing system ensuring that all information is updated for completeness and accuracy. * Supports L1 functions as needed including call queue support, password reset/unlocks and ticket triage. * Complete all required training applicable to this position. * Regular and predictable attendance is an essential function of this position. * Other duties, as assigned. ## Related Videos - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Data Science on Software Data](https://www.wearedevelopers.com/videos/162-data-science-on-software-data) - [Beyond the 9–5: Designing Work Around Humans](https://www.wearedevelopers.com/videos/1321-beyond-the-9-5-designing-work-around-humans) - [Swapping Low Latency Data Storage Under High Load](https://www.wearedevelopers.com/videos/746-swapping-low-latency-data-storage-under-high-load) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)