Help Desk Support Specialist

Golden Technology; Cincinnati (OH); On-site; USD 52,000 - 65,000; Full time

Job summary

An established industry player is seeking a dedicated Service Desk Analyst to join their IT support team in Cincinnati. This role is pivotal in delivering exceptional customer service and technical support to both internal and external clients. The ideal candidate will possess strong technical skills and a passion for problem-solving, ensuring a seamless IT experience. Responsibilities include providing in-person and remote support, troubleshooting technical issues, and maintaining accurate documentation. Join a forward-thinking company that values teamwork and continuous learning, and make a significant impact in a dynamic environment.

Qualifications

• 3+ years of experience in Help Desk or IT Support roles.
• Strong knowledge of Windows OS and Microsoft 365 suite.
• Excellent communication and customer service skills.

Responsibilities

• Provide in-person and remote support through the Support Bar and Service Desk.
• Troubleshoot and resolve incidents efficiently and effectively.
• Ensure ServiceNow tickets are accurately categorized and prioritized.

Skills

Help Desk Support

Customer Service

Windows OS

macOS

Microsoft 365

Networking

ServiceNow

ITIL Principles

Education

3+ years in IT Support

Tools

ServiceNow

SCCM

Jamf

Job description

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The Service Desk Analyst is a critical member of the IT support team, providing front-line support to both internal and external customers via the Support Bar/Desk. This role is responsible for delivering exceptional customer service, resolving technical issues, and ensuring a seamless IT experience for users. The ideal candidate will bring strong technical skills, problem-solving abilities, and a passion for customer service.

Key Responsibilities

• Provide in-person and remote support through the Support Bar and Service Desk.
• Offer first- and second-line support for:
• Microsoft suite of products
• Laptops and mobile devices
• Printers and multi-function devices
• Audio/visual and telecommunication equipment
• Deliver IT setup assistance to new hires, both in person and remotely.
• Troubleshoot and resolve incidents efficiently and effectively, escalating when necessary.
• Assist customers with relocating their IT equipment and replacing printer consumables.
• Ensure ServiceNow tickets are accurately categorized, prioritized, and updated.
• Monitor ticket queues, follow up on issues, and ensure SLA adherence.
• Participate in the development of ServiceNow capabilities, including the service catalog and FAQs.
• Proactively identify and report potential technical issues.
• Maintain up-to-date documentation and ensure the CMDB is accurate.
• Analyze recurring incidents and correlate with change activities.
• Actively contribute to team knowledge sharing and training efforts.
• Consistently provide a high level of customer service and support.

Qualifications and Preferred Skills

• 3+ years of experience in Help Desk or IT Support roles in enterprise environments.
• Strong knowledge of:
• Computer hardware, software, and operating systems
• Windows OS (with SCCM and Intune)
• macOS in enterprise settings (with Jamf)
• Microsoft 365 / Office 365 suite
• Microsoft Teams and collaboration tools (e.g., Mural, Surface Hubs, MTRs)
• Familiarity with Help Desk ticketing systems and support software (e.g., ServiceNow).
• Understanding of ITIL principles and practices.
• Working knowledge of LAN/WAN networking.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a team.
• Technical aptitude with a growth mindset and eagerness to learn.
• Customer-focused, with a commitment to providing courteous and efficient service.
• Experience providing both in-person and remote deskside support.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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