Service Desk Analyst

Encore Technologies LLC; Cincinnati (OH); On-site; USD 25,000 - 26,000; Full time

Benefits offered by this job

2 weeks PTO

Benefits

401k Match

Retention bonus (90 days)

Monthly performance bonus

Job summary

Encore Technologies LLC seeks an entry-level IT Help Desk Technician to provide frontline customer support and resolve technical issues across hardware, software, and network services in a fast-paced environment.

Responsibilities include documenting interactions in ITSM tools, troubleshooting compute problems, and collaborating with service desk teams, with opportunities to train and grow within the operations group.

Qualifications

• Associates degree in IT or 2 years related experience preferred.
• Prior experience in a customer service role.
• Strong verbal and written communication skills.
• Strong interpersonal skills and telephone etiquette.
• Able to work in a fast-paced, high-stress environment.
• Adaptable to changing processes, procedures and schedules.
• Able to handle up to 45 calls per day on various items and configurations.
• Proficient in Microsoft Windows OS, Outlook and Gmail.
• Willing to work flexible and changing hours including evenings, weekends and holidays.

Responsibilities

• Provide frontline support for customers and document/resolve issues per standard processes.
• Deliver best-in-class customer experience and document contacts in ITSM tools.
• Troubleshoot and diagnose applications and general compute issues using knowledge base.
• Follow incident, request, access, problem, and knowledge management processes.
• Route unresolved tickets to appropriate resolver groups as directed.
• Collaborate with service desk teammates and participate in ongoing training.
• Contribute to projects and tasks assigned by leadership.

Skills

Customer service experience

Verbal and written communication

Interpersonal skills

Telephone etiquette

High call volume handling

Windows OS proficiency

Outlook & Gmail proficiency

Flexible hours availability

Adaptability to changing processes

Education

Associates degree in Information Technology or 2 years related experience

Job description

• $18 / hr during training (generally 2 weeks), $19 / hr after training, eligible for a 90-day $325 retention bonus, a $325 monthly metric based bonus, 2 weeks PTO, benefits, 401k Match

Description

Responsible for providing front line support for customers by adhering and following standard processes to document and resolve technical issues associated with hardware, software, network, access, and general compute.

Responsibilities

• Provide best in class customer experience to our customers
• Document all customer contacts into various ITSM tools
• Troubleshoot, diagnose and resolve applications, general compute issues using knowledge base or support tools
• Ill provide the following support framework: Incident management, request fulfillment, access management, problem management, and knowledge management
• As technical triage process instructs, route tickets that cannot be resolved at the service desk to the appropriate resolver groups
• Collaborate with service desk co-workers through inclusion
• Be present and participate in ongoing training for service operations
• Work on projects and/task assigned by leadership

Skills/Experience

• Associates degree in Information Technology or 2 years equivalent experience in a technology related field preferred
• Prior experience in a customer service role
• Strong Verbal and written communication skills
• Strong interpersonal skills and telephone etiquette
• Experienced and capable of dealing with fast pace and high stress work environment
• Experienced and capable of adjusting to changing processes, procedures, and workday
• Must be able to handle up to 45 customer calls a day on various configuration items, and complexity
• Experience and proficient in all Microsoft’s currently supported O/S
• Experienced and proficient in messaging systems, Microsoft Outlook and Gmail
• Willingness to work flexible and changing hours including evening, weekend, and holiday hours

Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients and Vendors. Incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.

General office environment

Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. Work is generally performed within an office environment, with standard office equipment available.