IT Support Analyst

Star Source Consulting; Cincinnati (OH); On-site; USD 35,000 - 50,000; Full time

Job summary

Star Source Consulting, based in Cincinnati, Ohio, is looking for a dedicated individual to join their team as a customer service representative focused on IT services. The role involves recording and processing service requests, communicating effectively with users, and managing incidents according to established protocols.

The ideal candidate will have experience in a customer-facing environment, flexibility to work shifts, and familiarity with various IT tools. Star Source offers a fast-paced and challenging environment where professionalism and drive are key.

Qualifications

• Experience of customer service ideally gained in a customer facing environment.
• Flexibility to work shifts.
• Experience with Windows Client.
• Experience with Microsoft Office.
• Basic knowledge of the Windows Active Directory and domain concept.
• Basic knowledge of PC hardware and mobile devices.
• Network knowledge (TCP/IP).
• Experience with VMware.
• Knowledge of telephones and VoIP systems.

Responsibilities

• Recording and processing incidents and service requests.
• Communicating with users to understand issues.
• Closing and documenting incidents.
• Forwarding unresolved incidents to specialist groups.
• Initiating escalations as necessary.

Skills

Customer service experience

Flexibility to work shifts

Experience with Windows Client

Experience with Microsoft Office

Basic knowledge of Windows Active Directory

Basic knowledge of PC hardware and mobile devices

Network knowledge (TCP/IP)

Experience with VMware

Knowledge of telephones and VoIP

Job description

StarSource Consulting - we specialize in Information technology, providing superior resources to companies. We take pride in providing professional and ethical services to suit our client’s needs. At StarSource Consulting we are a dynamic, high-growth, full service commerce and outsourcing solutions provider looking for the best to work in our fast paced, entrepreneurial team environment.

Job Description

Your Role with the Company:

• Recording and processing incidents and service requests according to process specifications.
• Communicating with users to understand issues and known solutions.
• Closing and documenting incidents according to process specifications.
• Forwarding incidents which cannot be resolved by the IT Service Desk to the specialist groups in the downstream support in line with the process specifications.
• Initiating escalations via designated management according to process specifications.

Qualifications

• Experience of customer service ideally gained in a customer facing environment
• Flexibility to work shifts
• Experience with Windows Client
• Experience with Microsoft Office
• Basic knowledge of the Windows Active Directory and domain concept
• Basic knowledge of PC hardware and mobile devices (e.g., PDA, MDA, Apple/Android products)
• Network knowledge (TCP/IP)
• Experience with VMware
• Fixed network telephones, cell phones, VoIP telephones

Soft Skills Profile:

• Able to communicate effectively with the team, corporate customers of different technical expertise and all levels of management
• Ability to efficiently resolve customer’s problems and elevate further as appropriate according to Company procedures
• Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility
• Ability to work well under pressure, set priorities and comfortable making decisions
• Drive, enthusiasm, initiative, commitment and self-motivation, respect for colleagues, desire to learn

Additional Information

All your information will be kept confidential according to EEO guidelines.