Technical Support Engineer

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