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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # User Support Specialist - **Company:** The Northwoods Corporation - **Location:** Dublin, OH, United States - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple IOS, Apple Mac Systems, Software as a Service, CompTIA Network+, CompTIA Security+, Linux, Issue Tracking Systems, Microsoft Software, Office Suite, Wi-Fi Technology, Microsoft InTune, Information Technology, Laptops, User Accounts - **Published:** October 8, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=99fe0bf0a0f7c95d ## About the Role * Bachelors or Associates in Computer Information Science or equivalent experience in related field * Nice to have: Certified in at least 1 of the following: CompTIA A+, CompTIA Network+, CompTIA Security+, HDI Customer Service Representative (HDI-CSR), ITIL Foundation, Microsoft 365: Modern Desktop Administrator Associate, Apple Certified Support Professional (ACSP) * Knowledge of Apple, Microsoft applications, hardware, software, and networks * 1-3 years of relevant experience, You may be a good fit for our team if you have the following skills… * Moderate knowledge of Microsoft Windows and Office applications * Basic knowledge of Apple, Mac OS, iOS, and Linux * Excellent customer service skills, including ability to actively listen, clarify expectations, and maintain positive effective relationships * Works to understand problems, people involved, and all information before making judgments * An understanding of best practices, including industry standard concepts and procedures * Functional knowledge of hardware, software, and networks * Strong written and verbal communication skills; ability to work within and communicate effectively within a team environment; ability to communicate technical information to nontechnical persons; ability to write succinctly in a variety of communication settings and can get message across that has desired effect * Excellent problem-solving skills, including ability to clarify issues, understanding the bigger picture, exhibiting resilience, and ability to consider all options and identify solutions * Demonstrates ability to take action and follow-through on issue resolution * Able to efficiently multi-task * Full functional ability to use computer and computer related equipment * Ability to maintain privacy and confidentiality regarding information being discussed, stored, or accessed * Strong team-player; willingness to assist team members with tasks; builds good working relationships with team members * Must be capable of bending, lifting, and working in tight spaces for extended periods of time * Must be authorized to work in the U.S. ## Description * Provide first-line technical support for Windows and macOS, Microsoft 365, and other Northwoods applications and subscriptions. * Demonstrate a positive, service-oriented attitude by being present, approachable, responsive, and professional in all interactions with team members and outside vendors. * Support end-user devices and workplace technology in person and remotely, including desktops, laptops, mobile devices, conference room equipment, Wi-Fi, and printers. * Document and initially triage incidents, service requests, and questions through the ticketing system; use established procedures and keep users informed of status and resolution. * Resolve routine issues and work with the System Administrator, senior team members, or vendors to troubleshoot and resolve more complex issues. * Install, configure, provision, repair, upgrade, and maintain end-user hardware, software, and peripherals. * Complete scheduled weekly, monthly, and quarterly maintenance, including updates, backups, system checks, and other assigned tasks. * Help manage the IT asset lifecycle by tracking, provisioning, deploying, recovering, and maintaining devices and technology assets for onsite and remote employees using the asset tracking system and Microsoft Intune. * Create and maintain user accounts, network and application access, configurations, and license assignments in accordance with Northwoods security policies and license requirements. * Support employee onboarding and offboarding by preparing or recovering equipment, configuring access, and completing assigned technology setup or removal tasks. * Maintain working knowledge of Northwoods operating systems, applications, hardware, software, and networks; consult with senior team members and apply established best practices. * Promote and intentionally support an inclusive and equitable workplace culture., Our products are designed for state and county social care program areas, including child welfare, childcare, child support, economic assistance and adult & aging agencies. These solutions leverage technology to allow case workers and social workers to easily collect, store, manage, and share case content and data more efficiently. By simplifying processes, our customers can spend more time engaging with the families they serve, make better informed decisions and achieve better outcomes. Traverse - A SaaS solution that allows for easy, on-the-go access to case files, case work and interview forms and intelligent insights on case content and materials, which lead to better engagement and better outcomes. Compass - Compass solution is some of our longer standing software that supports multiple markets for both state and county customers. Our focus on reducing time wasted on paperwork and administrative burdens allows case workers to better serve families in need.