IT Help Desk Specialist, Tier 3
Council on Aging
IT
Blue Ash, OH, USA
USD 55k-68k / year
Posted on Feb 20, 2026
IT Help Desk Specialist, Tier 3
Location: Hybrid (Cincinnati, OH based)
Job Type: Full-Time (37.5 hours/week)
Pay Range: $55,000 – $68,000 (commensurate with experience)
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 IT Help Desk Specialists keep staff connected so they can serve older adults and caregivers across Southwestern Ohio. You’ll take the lead on advanced troubleshooting, system administration, and secure, reliable tech operations that directly strengthen our mission.
Job Summary
As the highest internal level of technical escalation within our Technology Innovation Services (TIS) team, you’ll ensure COA’s technology ecosystem is secure, modern, and running at peak performance. You’ll own enterprise systems, solve complex issues, guide other IT staff, and help shape the processes that keep our organization operating with excellence.
Responsibilities
• Lead, manage, and administer enterprise systems including Active Directory/Entra ID, Office 365, MFA, Intune, AutoPilot, MDM, and Azure cloud services
• Deliver expert-level support and root-cause analysis for complex hardware, software, and network issues
• Manage IT assets across the full lifecycle — procurement, deployment, maintenance, and retirement
• Document incidents, develop policies, and ensure compliance with HIPAA, HITRUST, and COA security protocols
• Collaborate with vendors, manage service escalations, and lead cross-functional IT projects
• Mentor Tier 1 and Tier 2 team members, promoting consistency, knowledge sharing, and process improvements
• Deliver expert-level support and root-cause analysis for complex hardware, software, and network issues
• Manage IT assets across the full lifecycle — procurement, deployment, maintenance, and retirement
• Document incidents, develop policies, and ensure compliance with HIPAA, HITRUST, and COA security protocols
• Collaborate with vendors, manage service escalations, and lead cross-functional IT projects
• Mentor Tier 1 and Tier 2 team members, promoting consistency, knowledge sharing, and process improvements
Qualifications
Education & Experience
• Associate 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 or regulated-environment experience preferred
• Minimum 3 years of direct technical support experience
• Experience with data analysis tools (Excel, Power BI, SQL, PowerShell) preferred
• Healthcare or regulated-environment experience preferred
Skills & Abilities
• Expertise in system administration, troubleshooting, and project management
• Advanced skills across hardware, software, and networking environments
• Proficiency with Windows OS, Office 365, Teams, SharePoint, Intune, and security tools
• Strong communication, customer service, documentation, and mentoring skills
• Advanced skills across hardware, software, and networking environments
• Proficiency with Windows OS, Office 365, Teams, SharePoint, Intune, and security tools
• Strong communication, customer service, documentation, and mentoring skills
Why Join COA?
• 50+ years of trusted service supporting older adults in Southwestern Ohio
• Supportive, mission-driven culture that values your expertise
• Opportunities for professional development and advancement
• Work that blends technical excellence with meaningful community impact
• Supportive, mission-driven culture that values your expertise
• Opportunities for professional development and advancement
• Work that blends technical excellence with meaningful community impact
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 represent COA in community events
• 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 represent COA in community events
Ready to be the voice that guides someone toward hope and help?
Apply today and support the mission that supports others.
Keywords:
IT Help Desk Specialist, Tier 3 Support, Senior Help Desk Technician, IT Support Analyst, IT Systems Administrator, Desktop Support Technician, Microsoft 365 Administrator, Azure Administrator, Active Directory, Entra ID, MFA, Intune, AutoPilot, MDM, Windows Administration, Network Troubleshooting, PowerShell, Technical Support Specialist, IT Infrastructure, Enterprise IT Support, Service Desk Analyst, Security Compliance, HIPAA, HITRUST, Cincinnati IT Jobs, Hybrid IT Jobs
Keywords:
IT Help Desk Specialist, Tier 3 Support, Senior Help Desk Technician, IT Support Analyst, IT Systems Administrator, Desktop Support Technician, Microsoft 365 Administrator, Azure Administrator, Active Directory, Entra ID, MFA, Intune, AutoPilot, MDM, Windows Administration, Network Troubleshooting, PowerShell, Technical Support Specialist, IT Infrastructure, Enterprise IT Support, Service Desk Analyst, Security Compliance, HIPAA, HITRUST, Cincinnati IT Jobs, Hybrid IT Jobs
