Job Title: Senior Help Desk Specialist
Location: Office-based in Blue Ash (up to 2 days remote)
Job Type: Full-Time (37.5 hours/week)
Pay Range: $55,000 - $68,000 (commensurate with experience)

Your Expertise. Their Connection. Your Next Big Impact.

At COA, Tier 3 Help Desk Specialists are the ultimate problem-solvers—ensuring technology empowers our mission to serve older adults and caregivers. You’ll lead advanced technical support, system administration, and process improvements that keep our organization secure, efficient, and innovative.

What You’ll Do

As the highest level of technical escalation within our Technology Innovation Services (TIS) team, you will:

• Deliver expert-level technical support for complex hardware, software, and network issues.
• Administer enterprise systems including Active Directory/Entra ID, Office 365, MFA, Intune, AutoPilot, MDM and Azure cloud services.
• Manage IT assets and lifecycle—from procurement to retirement.
• Document incidents, develop policies, and ensure compliance with HIPAA, HITRUST, and security protocols.
• Collaborate with vendors and lead cross-functional IT projects.
• Mentor Tier 1 and Tier 2 staff and drive process improvements to reduce future escalations.

What You Bring

Education & Experience

• Associate’s degree in IT or equivalent experience/certifications.
• Minimum 3 years of direct technical support experience.
• Experience with data analysis tools (Excel, Power BI, SQL, PowerShell) preferred.
• Healthcare experience preferred.

Skills & Abilities

• Expertise in system administration, problem analysis, and project management.
• Advanced troubleshooting across hardware, software, and networking.
• Proficiency with Windows OS, Office 365, Teams, SharePoint, Intune, and security tools.
• Strong communication, customer service, and mentoring skills.

Why Join COA?

• Over 50 years of trusted service supporting older adults in Southwestern Ohio
• Supportive culture that values your voice and your impact
• Opportunities for training and advancement

Benefits That Support Your Life and Purpose

• Pension plan with 6% annual company contribution
• Generous paid time off and 12 paid holidays
• Health, dental, and vision insurance
• Health savings account
• Pet insurance and employee assistance program
• Opportunities to advocate and participate in community events

Ready to be the voice that guides someone toward hope and help?
Apply today and support the mission that supports others.