Helpdesk/IT Support Specialist

** This position is currently based in Louisville, KY. The company, and the position, will be relocating to New Albany, IN, in spring/summer 2026.**

WARE is one of the nation’s largest and most expansive boiler rental, service, education, and training companies. A family-owned business founded in 1952, WARE has experienced continual growth for over 70 years. The company culture strongly rooted in service, growth and generosity sets it apart, with these core values serving as the foundation of the company’s success.

Steam power plays a significant role in the daily operations of many large economic sectors, such as health care, education, food and petrochemical among others, poising WARE for expansive growth for years to come.

About the Role
WARE is seeking a Helpdesk/IT Support Specialist to serve as the frontline of IT support, providing timely, professional assistance to all employees while ensuring smooth operation of the organization’s technology environment. This role is responsible for monitoring, managing, and resolving IT support tickets, performing basic troubleshooting, and escalating more complex issues to senior IT staff.

The position ensures that employees can access critical systems, devices, and applications without disruption, directly impacting productivity, operational efficiency, and overall user satisfaction. The Helpdesk/IT Support Specialist also maintains accurate documentation, tracks recurring technical issues, and supports onboarding and offboarding processes.

As the first point of contact for IT problems, this role requires a balance of technical skill, strong communication, and problem-solving abilities. The Helpdesk/IT Specialist is critical in reducing downtime, streamlining support operations, and enabling higher-level IT staff to focus on strategic initiatives, such as systems development, infrastructure modernization, and enterprise application management.

This role also contributes to IT governance and service quality by ensuring tickets are documented, resolved efficiently, and escalations are handled according to priority. The Helpdesk Specialist supports a culture of technology reliability, user empowerment, and proactive IT service delivery.

Key Responsibilities

Ticket Management & User Support

• Monitor and respond to incoming support tickets, emails, and calls
• Log, categorize, prioritize, and assign tickets in the helpdesk system
• Provide Tier 1 troubleshooting for:
  • Password resets and account lockouts
  • Email and Microsoft 365 issues
  • Printer and peripheral support
  • Basic application errors
  • VPN connectivity issues
  • Escalate complex issues to Systems Admin or Applications Developer
  • Follow up with users to confirm resolution and satisfaction

Desktop & Endpoint Support

• Assist with workstation setup and configuration
• Install approved software applications
• Support basic hardware troubleshooting
• Perform routine system checks and updates
• Assist with patch verification and compliance

User Account Administration

• Create and disable user accounts under supervision
• Manage password resets and MFA enrollment
• Assist with onboarding and offboarding checklists
• Maintain access documentation and approval workflows

Documentation & Process Support

• Maintain knowledge base articles and FAQs
• Document recurring issues and suggest improvements
• Track ticket metrics and identify common trends
• Assist with IT asset tracking updates

Customer Service & Communication

• Provide professional and timely communication to employees
• Explain technical issues in non-technical language
• Maintain positive working relationships across departments

Position Details

• Full-time, salary, in-office position, $65,000-$75,000
• Health, dental, vision, and disability insurance
• Paid vacation and holidays
• Christmas bonus
• Profit-sharing opportunities
401(k) with company match

• Associate’s degree in Information Technology or related field (or equivalent experience)
• 1–3 years experience in IT support or helpdesk environment
• Experience supporting business users preferred

Technical Skills

• Familiarity with Windows operating systems
• Basic understanding of Microsoft 365 environment
• Experience using helpdesk/ticketing systems
• Basic networking knowledge (IP addressing, Wi-Fi troubleshooting)
• Understanding of Active Directory user management
• Experience with HCL Notes/Domino is a plus

Soft Skills

• Strong customer service orientation
• Clear written and verbal communication skills
• Organized and detail-oriented
• Ability to manage multiple requests simultaneously
• Ability to follow documented procedures