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First Line Support Jobs in Ohio (NOW HIRING)

Energy transfer

Area Service Manager

Beallsville, OH · On-site

First-line support for troubleshooting issues. * Responsible for hiring, coaching, motivating, compensation, and performance management. * Responsible for following the company policy and procedures.

Amicis Global

IT Support

Columbus, OH · On-site

$24 - $25/hr

Customer Support: • Provide front-line support via phone or live chat with professionalism, empathy, urgency, and a customer-first mindset. • Build trust and rapport with end users by ...

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First Line Support information

See Ohio salary details

$11

$19

$31

How much do first line support jobs pay per hour?

As of Jul 14, 2026, the average hourly pay for first line support in Ohio is $19.69, according to ZipRecruiter salary data. Most workers in this role earn between $16.44 and $20.82 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a First Line Support specialist, and why are they important?

To thrive as a First Line Support specialist, you need a solid understanding of IT fundamentals, troubleshooting skills, and often a relevant qualification such as CompTIA A+ or equivalent experience. Familiarity with ticketing systems, remote desktop tools, and basic network diagnostics is typically required. Outstanding communication, patience, and problem-solving abilities help build rapport with users and efficiently resolve their issues. These skills are essential for quickly addressing technical problems, ensuring user satisfaction, and maintaining smooth IT operations.

Why is Gen Z struggling to get jobs?

First Line Support roles often require strong communication skills, technical knowledge, and adaptability. Gen Z job seekers may face challenges due to limited work experience, competition, or gaps in soft skills, which are increasingly valued in customer support positions.

What is the role of 1st line support?

First line support involves handling initial customer or user inquiries, troubleshooting basic technical issues, and providing solutions or guidance. Support staff often use ticketing systems and require good communication skills to resolve common problems efficiently before escalating more complex issues to higher support levels.

What is the difference between First Line Support vs Help Desk Technician?

AspectFirst Line SupportHelp Desk Technician
CertificationsBasic IT certifications (e.g., CompTIA A+)Similar certifications, often the same
Work EnvironmentFrontline customer support, often in call centers or IT departmentsHelp desk or support centers, remote or on-site
Employer & Industry UsageCommon in IT, telecommunications, and tech companiesUsed across various industries with IT support needs
Search & Comparison IntentOften compared for entry-level IT rolesSimilar search intent, focusing on support roles

First Line Support and Help Desk Technician roles are closely related, often sharing similar certifications and work environments. Both positions serve as the first point of contact for technical issues, primarily in IT support settings. The main difference lies in terminology used by employers, but their responsibilities and required skills are largely overlapping, making them interchangeable in many contexts.

What is 1st line, 2nd line, and 3rd line support?

First line support involves initial contact with users to troubleshoot common issues and provide basic solutions. Second line support handles more complex problems that require specialized knowledge, while third line support involves expert technicians or developers addressing advanced or unresolved issues. These support levels help ensure efficient problem resolution in IT support roles.

What are some common challenges faced by First Line Support staff, and how can they be effectively managed?

First Line Support professionals often encounter challenges such as handling high volumes of requests, dealing with frustrated users, and troubleshooting a wide range of technical issues with limited initial information. Effective management of these challenges includes developing strong communication skills, maintaining detailed documentation, and following established escalation procedures when necessary. Building familiarity with common problems and solutions, as well as collaborating closely with Second Line Support, can also help ensure quick and accurate resolutions, ultimately leading to greater job satisfaction and professional growth.

What are First Line Support roles?

First Line Support refers to the initial point of contact for customers or users who need technical assistance or support. These professionals handle basic troubleshooting, answer queries, and resolve common issues, often through phone, email, or chat. If the issue is more complex, they escalate it to higher-level support teams. First Line Support is essential for ensuring customer satisfaction and efficient problem resolution within an organization.

What jobs pay 4000 a week without a degree?

First Line Support roles typically do not pay $4,000 a week without significant experience or specialized skills. High-paying jobs that can reach this level without a degree often include sales, real estate, or certain skilled trades like commercial driving or technical trades, which may require certifications but not necessarily a college degree.
What are popular job titles related to First Line Support jobs in Ohio? For First Line Support jobs in Ohio, the most frequently searched job titles are:
What job categories do people searching First Line Support jobs in Ohio look for? The top searched job categories for First Line Support jobs in Ohio are:
First Line Support jobs near you
Infographic showing various First Line Support job openings in Ohio as of July 2026, with employment types broken down into 1% As Needed, 76% Full Time, 21% Part Time, and 2% Contract. Highlights an 87% Physical, 1% Hybrid, and 12% Remote job distribution, with an average salary of $40,947 per year, or $19.7 per hour.
Onsite Enterprise Help Desk Agent

Onsite Enterprise Help Desk Agent

Technology Recovery Group, LTD.

Westlake, OH • On-site

$15.75 - $20.25/hr

Full-time

Re-posted yesterday

Job description

The Onsite Enterprise Help Desk Agent handles incoming calls, emails, and helpdesk tickets from customer associates regarding mobile device (iOS, Android, Chrome Etc.) issues and support. This role documents and provides resolutions in a timely manner to maintain customer satisfaction. This is NOT a remote opportunity; candidates will report to our Westlake office daily. 

POSITION HOURS:  11:00A.M. - 8:00P.M. MONDAY THROUGH FRIDAY ON-SITE.

Essential Functions

  • Provide 1st line support to ensure customers' tickets are answered and processed within SLA (Service Level Agreements)
  • Respond to incoming calls, emails, and manage ticket que to support customer associates
  • Device assistance including set-up, synchronization, and operations
  • Basic feature and function support
  • Device activations
  • Troubleshooting hardware and software issues
  • Troubleshooting device enrollment issues
  • Supporting standard application software delivered with the mobile operating system
  • Basic support for accessories (chargers, headsets, Bluetooth connectivity)
  • Creating passwords
  • Support for system updates
  • Device new order status
  • Ticket management on behalf of end user
  • Ensure all open issues and requests are resolved in the time frame designated for each client and maintain progress and resolutions in the system.
  • Support the internal team to work exception tickets with mobility vendors.
  • Makes recommendations for process improvements.
  • Continuously train in new products to ensure the highest level of support
  • Employee may be asked to complete related duties other than those indicated above as assigned by their supervisor

Qualifications

  • Organized, detail-oriented and able to handle multiple tasks simultaneously.
  • Excellent oral and written communication skills to maximize client responsiveness and develop a working relationship with internal departments.
  • Well-developed interpersonal skills to maximize vendor’s responsiveness and to develop a cooperative working relationship.
  • Excellent problem-solving skills and attention to detail.
  • Proficient in Microsoft 365 (Word, Excel, Teams, and Outlook).
  • Associate degree or equivalent experience preferred, high school diploma or equivalent mandatory.
  • 1 - 2 years of mobility helpdesk, first-line experience in a technical service or telecom call-desk environment or related experience required.
  • ServiceNow and Zendesk along with order procurement experience is a PLUS.
  • Ability to take and pass a background check

 Performance Requirements

  • Must maintain regular and reliable attendance to the satisfaction of management.
  • Must be able to operate a computer and other position related technologies.
  • Must be customer focused and detail oriented.
  • Must be able to work in a fast-paced environment while prioritizing and managing multiple responsibilities.
  • Must be able to work flexible hours as needed.
  • Must be able to clearly and confidentially communicate with TRG employees, customers, and other stakeholders.
  • Must adhere to all TRG Values at all times

    Physical Requirements

    • Must be able to remain in a stationary position 75% of the time
    • Must be able to access work locations
    • Must be able to visually read written and digital information
    • Must be able to visually determine the accuracy, neatness, and thoroughness of work assigned and/or to make general observations of facilities or structures
    • Must be able to receive detailed information through oral communication

      Apply