267 IT Support Staff jobs in Hebron

• Provide advanced technical support to customers via phone, email, and chat for software and hardware issues.
• Diagnose, troubleshoot, and resolve complex technical problems efficiently and accurately.
• Escalate unresolved issues to appropriate internal teams (e.g., development, engineering) with detailed documentation.
• Maintain a comprehensive knowledge base of common issues, solutions, and best practices.
• Assist in the development and delivery of training materials for customers and support staff.
• Identify trends in customer issues and provide feedback to product development teams for product improvement.
• Manage customer cases from initial contact to resolution, ensuring timely updates and communication.
• Document all support activities, resolutions, and customer interactions in the ticketing system.
• Contribute to the continuous improvement of support processes and tools.
• Ensure customer satisfaction by delivering prompt, effective, and professional support.
• Stay updated on product features, updates, and relevant technologies.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 2-4 years of experience in technical support, helpdesk, or a similar customer-facing IT role.
• Strong knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Experience troubleshooting hardware, software, and network-related issues.
• Proficiency with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Excellent analytical, problem-solving, and diagnostic skills.
• Outstanding written and verbal communication skills, with the ability to explain technical concepts clearly.
• Customer-focused attitude with strong empathy and patience.
• Ability to work independently and manage time effectively in a remote environment.
• Certifications such as CompTIA A+, Network+, or ITIL are a plus.

• Lead and manage a team of technical support specialists, providing guidance, training, and performance evaluations.
• Oversee the daily operations of the helpdesk, ensuring prompt and accurate response to customer inquiries and technical issues.
• Develop and implement best practices for incident management, problem resolution, and service request fulfillment.
• Troubleshoot and resolve advanced technical issues related to software, hardware, and network systems.
• Monitor support queues and metrics, identifying trends and areas for improvement.
• Create and maintain comprehensive technical documentation, knowledge base articles, and FAQs.
• Collaborate with IT and development teams to identify root causes of recurring issues and implement permanent solutions.
• Ensure customer satisfaction by providing timely, accurate, and empathetic technical assistance.
• Manage escalations and complex customer interactions effectively.
• Stay up-to-date with new technologies and support tools.
• Contribute to the development and implementation of support policies and procedures.

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 3-5 years of experience in technical support or helpdesk roles, with at least 1-2 years in a leadership or supervisory capacity.
• Strong understanding of operating systems (Windows, macOS, Linux), network protocols, and common software applications.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management).
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong communication, interpersonal, and customer service skills.
• Ability to motivate and lead a team in a dynamic environment.
• Experience with remote support tools and methodologies.

Job Description

Are you the go-to problem-solver when it comes to tech questions? LCS is hiring Technical Support Specialists to join our Product Support team. You’ll become an expert in our Rent Manager Property Management Software and help customers get the most out of it by resolving questions and troubleshooting issues—whether it’s related to data, connectivity, reports, or our mobile app—often on the very first call.

If you enjoy learning new technology, digging into challenges, and helping people succeed, this role is for you.

What You’ll Do

• Become an expert in Rent Manager and its related applications
• Troubleshoot software and technical issues via phone, email, and remote sessions
• Guide users with clear communication and best practices
• Document and track issues using ticketing software
• Collaborate with internal teams to improve processes and customer satisfaction

What You Bring

• Previous experience in technical support, help desk, or customer-facing service role
• Strong problem-solving, troubleshooting, and communication skills
• Familiarity with tools like ticketing systems, remote support, or softphones
• Working knowledge of Windows, Office 365, and basic networking (WAN/LAN)
• Accountability and adaptability in a fast-paced environment

Ideal Candidates

• IT/Computer Science grads or those with programming experience can leverage our scripting tools to help customers with custom reports.
• Backgrounds in retail management, tutoring, training, or teaching are also a great fit—your ability to guide and support others matters most.
• Even if your background isn’t traditional, if you love learning technology and helping people, this role could be the right fit for you.

Why Work at LCS

• Hybrid flexibility: 50% in-office, 50% remote
• Comprehensive training to set you up for success from day one
• Competitive benefits: health, dental, vision, life insurance, 401(k) with company match, paid time off, 10 company holidays, paid medical leave/disability, and wellness program rewards
• Fun, collaborative culture: Recognized as one of Cincinnati’s Top Workplaces with food trucks, trivia, sports teams, and more
• Modern office campus: fitness center and nature trail

About LCS

London Computer Systems (LCS), based in Cincinnati, Ohio, builds software and technology solutions that help businesses thrive. We’ve been recognized as a Top Workplace since 2012 for our supportive, collaborative, and fun culture.

️Candidates who are currently students and will graduate by December 2025 are encouraged to apply.

LCS is an Equal Opportunity Employer. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

#LI-Hybrid

#L9C1S40

Job Type: Full-time

Expected hours: 40 per week

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• 10am - 7pm

Work Location: Hybrid remote in Cincinnati, OH 45249

Candidates must live in the Greater Cincinnati area or be willing to relocate.

• Provide advanced technical support and troubleshooting for software, hardware, and network issues for a wide range of clients.
• Serve as an escalation point for complex technical problems that cannot be resolved by junior support staff.
• Diagnose and resolve technical issues efficiently, minimizing downtime and ensuring customer satisfaction.
• Document technical solutions, troubleshooting steps, and workarounds in a comprehensive knowledge base.
• Create and update support documentation, FAQs, and user guides to empower customers and internal teams.
• Train and mentor junior technical support representatives, sharing knowledge and best practices.
• Identify recurring technical issues and collaborate with engineering and product teams to implement permanent solutions.
• Manage and prioritize support tickets, ensuring timely resolution according to service level agreements (SLAs).
• Conduct remote support sessions using various tools and techniques.
• Stay current with new technologies, products, and support methodologies.
• Contribute to the continuous improvement of support processes and tools.
• Assist in the onboarding and training of new support team members.

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 4 years of experience in a technical support or helpdesk role, with at least 2 years in a senior capacity.
• Proven expertise in troubleshooting operating systems (Windows, macOS, Linux), common business applications, and network connectivity issues.
• Experience with IT ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and collaboratively in a team environment.
• Experience in scripting or basic programming for automation is a plus.
• Relevant certifications such as CompTIA A+, Network+, or ITIL Foundation are desirable.
• Commitment to providing exceptional customer service.

• Provide advanced technical support and troubleshooting for complex issues.
• Diagnose and resolve software and hardware problems for end-users and clients.
• Escalate unresolved issues to appropriate engineering or development teams.
• Document technical solutions and create knowledge base articles.
• Train and mentor junior technical support staff.
• Identify trends in support requests and provide feedback for product improvement.
• Manage assigned support tickets, ensuring timely resolution and customer satisfaction.
• Communicate effectively with customers, explaining technical solutions clearly.
• Collaborate with cross-functional teams to resolve issues efficiently.
• Contribute to the continuous improvement of support processes and tools.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in technical support or helpdesk roles.
• Proven expertise in diagnosing and resolving complex technical issues.
• Strong knowledge of operating systems, networking, and relevant software applications.
• Excellent customer service, communication, and interpersonal skills.
• Ability to document technical information clearly and concisely.
• Experience with ticketing systems and CRM software.
• Ability to work independently and as part of a team.
• Certifications such as CompTIA A+, Network+, or ITIL are a plus.

• Provide Tier 2 and Tier 3 technical support for enterprise-level software products via phone, email, and remote sessions.
• Diagnose, troubleshoot, and resolve complex technical problems, including software bugs, integration issues, and performance bottlenecks.
• Escalate unresolved issues to appropriate development or engineering teams, providing detailed documentation and context.
• Reproduce customer issues in a test environment to identify root causes and develop effective solutions.
• Create and maintain technical documentation, including knowledge base articles, troubleshooting guides, and FAQs.
• Collaborate with product management and development teams to provide feedback on product issues and feature requests.
• Mentor and train junior technical support engineers, sharing expertise and best practices.
• Participate in on-call rotations to provide 24/7 support as needed.
• Analyze support trends and identify areas for product improvement or proactive customer education.
• Stay current with product updates, new releases, and relevant industry technologies.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Minimum of 5 years of experience in technical support, preferably in a software or SaaS environment.
• Proven expertise in diagnosing and resolving complex software issues.
• Strong understanding of operating systems (Windows, Linux), networking protocols (TCP/IP, DNS, HTTP), and database concepts.
• Experience with scripting languages (e.g., Python, Bash) for troubleshooting is a plus.
• Excellent analytical, problem-solving, and critical-thinking skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work independently and as part of a team, managing multiple priorities effectively.
• Demonstrated experience in mentoring or leading junior team members.