Help Desk Associate

🔥 17 hours ago

🏈 Ohio – Remote

🏈 Ohio – Remote

💵 $22 - $27 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Brown and Caldwell

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1947

💼 Consulting

🏗️ Construction

🏥 Healthcare

Consulting • Construction • Healthcare

Brown and Caldwell is an environmental engineering and consulting firm focused on water and wastewater systems, providing end-to-end solutions from design and construction management through operations, treatability testing, pilot demonstrations, and digital optimization. The company specializes in membrane and advanced water-treatment technologies (including potable reuse and PFAS/emerging contaminant solutions), climate change resilience, utility performance, and research and innovation to serve utilities, municipalities, and industrial clients. Brown and Caldwell combines field services, laboratory work, and digital tools (e. g. , BC:Opta™) to improve water stewardship, sustainability, and infrastructure performance.

📋 Description

• Serve as the first point of contact for enterprise support • Provide timely, professional support for routine incidents, service requests, and technology-related inquiries • Classify, prioritize, document, and manage service requests according to service management processes and service level expectations • Communicate status updates, resolution progress, and next steps to users • Perform initial troubleshooting and resolution for hardware, software, operating systems, Microsoft 365 applications, mobile devices, access requests, and business applications • Use knowledge articles, procedures, and troubleshooting guides to resolve issues • Identify opportunities to improve documentation • Maintain accurate ticket documentation, including troubleshooting and resolution details • Escalate unresolved or complex issues to higher support tiers • Support hardware maintenance, setup, troubleshooting, replacement, shipping, and receiving for end-user technology • Follow IT Asset Management, Hardware Asset Management, and Disposition processes • Support incident, request, knowledge, and problem management activities • Promote approved self-service resources • Develop foundational knowledge of business applications, infrastructure, support processes, and technology services • Perform documented tasks within assigned permission boundaries • Contribute to continuous improvement, operational excellence, customer-focused service delivery, and evolving business needs • Participate in on-call support rotation • Perform additional assignments based on evolving needs

🎯 Requirements

• 0-2 years in a customer service, technical support, service desk, help desk, or related role • Experience supporting end users in a business or technical environment • High school diploma, GED, or equivalent required • Strong customer service, interpersonal, verbal, and written communication skills • Ability to communicate with empathy and collaborate with peers, escalation teams, and business stakeholders • Critical thinking and ability to follow troubleshooting steps • Ability to document technical issues, actions taken, and resolutions accurately • Foundational knowledge of computer hardware, software, operating systems, mobile devices, peripheral equipment, Microsoft 365 applications and services, networking, and connectivity concepts • Ability to adapt to technology changes and new technologies • Ability to support multiple tasks and priorities in a fast-paced environment • Basic understanding of knowledge management, self-service, and process consistency • Interest in workflow automation, AI-enabled tools, and agentic support models • Subject to a pre-employment background check and pre-employment drug test

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • Short-term disability • Long-term disability • Life insurance • Employee assistance program • Paid time off • Parental leave • Paid holidays • 401(k) retirement savings plan with employer match • Performance-based bonus eligibility • Employee referral bonuses • Tuition reimbursement • Pet insurance • Long-term care insurance • On-call support rotation • Professional development opportunities