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Technical Support and Operating Systems Specialist

Logan A/C & Heat Services

57 reviews (https://www.indeed.com/cmp/Logan-Services,-Inc.-1)

Dayton, OH 45414

Starting at $19 an hour - Full-time (8:30 AM- 5:00 PM Monday-Friday)

Logan A/C & Heat Services in Dayton, OH is looking to hire a full-time Technical Support and Operating Systems Specialist to provide fast, friendly service to our employees. Do you enjoy helping others with technical issues? Are you looking for work-life balance and a supportive growth-oriented environment?

We offer benefits, including medical, dental, vision, health savings account, short term disability, long term disability, paid time off, paid holidays, a 401(k) with company match, profit sharing and continuous opportunities for growth.

Summary: The IT Support Specialist plays a critical role in supporting the daily technological needs of Logan Services Inc. This position requires becoming a subject matter expert (SME) in Service Titan, our primary CRM and operations platform, in order to provide effective end-user support, oversee new feature implementations, and understand cross-platform impacts. The IT Support Specialist will be the primary point of contact for employee IT support tickets, responsible for ensuring service level expectations are consistently met through timely response, follow-up, resolution, and high-quality support. This role will also manage IT onboarding and offboarding, maintain accurate IT asset inventory, ensure data integrity across IT platforms, support system integrations, and collaborate across all departments to drive process improvements, cost savings, and operational efficiencies.

Essential Duties and Responsibilities:

• Serve as the company's Service Titan Subject Matter Expert, with a deep understanding of workflows, feature impacts, and system integrations.

• Provide end-user training, troubleshooting, and support for Service Titan and other critical business platforms.

• Support implementation of new Service Titan features, testing functionality, and communicating changes to stakeholders.

• Maintain hands-on involvement in all software integrations (Service Titan and third-party platforms).

• Act as primary responder to IT tickets, ensuring timely response, follow-up, and resolution.

• Maintain strong communication with employees to deliver a high-quality service experience.

• Proactively identify recurring issues and provide long-term solutions.

• Set up all IT needs for new hires, including provisioning laptops, tablets, mobile devices, and accessories.

• Create login credentials and assign appropriate access to business platforms.

• Ensure secure and complete IT deactivation for employees who exit the company.

• Maintain accurate and up-to-date IT asset records in SnipeIT, SimpleMDM, ABM, and Verizon portal.

• Track hardware, devices, and accessories to ensure accountability and cost control.

• Keep IT data platforms current with changes in employee status, device assignments, and license usage.

• Collaborate with all departments to understand IT/software pain points and proactively suggest process improvement solutions.

• Assist with evaluating and implementing new technologies or platforms, focusing on efficiency and cost savings.

• Document processes, policies, and best practices for IT systems and end-user support.

• Partner with Propoint (third-party IT provider) to manage network security, SharePoint, DUO, MS365, and endpoint protection.

• Ensure IT security best practices are followed, including strict confidentiality of passwords and admin credentials.

• Prevent unauthorized access by never sharing admin-level permissions.

• Support disaster recovery, data protection, and business continuity initiatives

• Provides IT support after hours as needed when business operations are impacted

• Performs all other duties as assigned

Competencies:

• Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Approachability – Is easy to approach. Spends the extra effort to put others at ease. Is sensitive to and patient with the interpersonal anxieties of others.

• Communication – Displays a very quick grasp of the significance of information communicated and nearly always initiates or responds to communication in an appropriate, timely, and comprehensive manner.

• Confidentiality – Maintains all client communications and information confidential as per the code of ethics, and per client instructions.

• Company Core Values – Follows and promotes company core values.

• Innovation – Strives to improve customer experience with process improvements, integrations, etc. that align with profitable outcomes

• Change Management – Understands the value behind change and promotes positive training to achieve successful implementation

• Implementation Planning – Setting timelines and achieving the tasks to ensure projects meet the deadlines provided.

Qualifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).

• 2+ years of IT support/helpdesk experience; experience in HVAC, home services, or field-service industries preferred.

• Strong understanding of CRM platforms; experience with Service Titan highly preferred.

• Experience with Microsoft 365, SharePoint, DUO, and endpoint management (SimpleMDM, or similar).

• Familiarity with asset management tools (SnipeIT), mobile device management, and third-party software integrations.

Skills & Attributes:

• Strong troubleshooting, problem-solving, and analytical skills.

• Excellent communication skills with a customer service mindset.

• High attention to detail, accuracy, and organizational skills.

• Ability to prioritize multiple tasks while meeting deadlines.

• Collaborative team player who works well across departments.

• Proactive thinker who identifies cost savings and process improvement opportunities.

• Commitment to confidentiality and professional integrity.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are a representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Our PARTE Values:

+ P – People First – We believe every person matters. We lead with respect, compassion, and care- for our team, our customers, and our communities- because people are the heart of everything we do.

+ A – Agile – We are responsive and embrace change with courage and creativity, with speed, purpose, flexibility, and forward thinking; we turn challenges into opportunities.

+ R – Radical Ownership – We rise to every challenge by taking full responsibility for our actions, decisions, and outcomes. We don't just point to problems-we become the solution.

+ T – Teamwork – We lift each other up and win as one. Through trust, collaboration and open communication, we achieve more- delivering the best for our customers, our company and each other.

+ E – Excellence – Good enough is never enough. We strive for greatness in everything we do, fueled by passion and a commitment to exceed expectations every step of the way.

We look forward to speaking with you about our career opportunities at Logan Services!

Logan Services Inc. offers Equal Employment Opportunity to all applicants.