What are the responsibilities and job description for the Technical Support Engineer position at CLARITAS LLC?
This position is located in our Cincinnati office. This is not a remote position.
Position Summary
The Technical Support Engineer serves as the Tier 1 internal help desk for all Claritas employees — the first point of contact for technical issues spanning end-user devices, cloud platforms, identity and access management, and AI-powered productivity tools. This role demands an obsessive commitment to detail and a customer-first attitude: every ticket is an opportunity to deliver a fast, thorough, and professional experience to an internal colleague. The ideal candidate is self-directed, communicates with clarity and empathy, and takes personal ownership of issues from first contact through resolution. As Claritas continues to expand its use of AI platforms and cloud-based tooling, this role is expected to grow alongside that landscape and actively support its adoption across the organization.
Primary Responsibilities
- Serve as Tier 1 internal help desk — the first point of contact for all employee technical support requests across hardware, software, cloud platforms, and AI tooling
- Diagnose and resolve issues related to cloud services, email systems, device management, identity, and access; escalate to Tier 2 with thorough documentation when appropriate
- Administer user accounts, permissions, and access rights via Okta, Microsoft 365, and other platforms
- Manage and optimize Exchange mail services and troubleshoot related issues
- Implement and manage device policies and configurations using Intune
- Provide support for AI productivity platforms in use across the organization (Claude, ChatGPT, Lovable, n8n.io, and others as adopted)
- Maintain accurate, detailed documentation of support processes, troubleshooting steps, and resolutions; create and update knowledge base articles
- Provide proactive, timely status updates to users throughout the lifecycle of their support requests
- Collaborate with cross-functional IT and platform teams to implement projects and initiatives
- Identify opportunities for process improvement and automation; participate in post-incident reviews
- Work with vendors to resolve issues and ensure timely delivery of support
Skills, Education and Experience
Required:
- Bachelor’s degree in information technology, Computer Science, or related field with 2 years of experience; or 5 years of proven experience in a Technical Support, Desktop Support, or IT Help Desk role in lieu of degree
- Demonstrated customer-first orientation: builds trust with internal users, communicates with empathy, and takes personal ownership of issues through to resolution
- Exceptional attention to detail: thorough documentation, precise troubleshooting, and meticulous follow-through on every open ticket
- Demonstrated proficiency in Microsoft 365, Sharepoint, and Exchange cloud platforms
- Experience administering identity and access management via Okta
- Hands-on experience with Windows, Linux, and macOS environments
- Strong understanding of ITIL framework and help desk best practices
- Excellent verbal and written communication skills; ability to translate technical issues for non-technical users
- Ability to manage multiple open issues simultaneously, prioritize effectively, and meet deadlines
Highly preferred:
- Familiarity with AI productivity platforms: Claude, ChatGPT, Lovable, n8n.io, or comparable tools — including basic administration, user onboarding, and troubleshooting common issues
- Relevant Microsoft certifications: Modern Desktop Administrator Associate, Messaging Administrator Associate, or Security, Compliance, and Identity Fundamentals