Service Desk Analyst

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

Benefits offered by this job

2 weeks PTO

Benefits

401k Match

Retention bonus

Monthly performance bonus

Job summary

Encore Technologies LLC in Ohio is seeking a front-line IT support specialist to document, troubleshoot, and resolve hardware, software, and network issues for customers.

You will use ITSM tools, handle up to 45 calls daily, and participate in ongoing training while collaborating with the service desk and other teams.

The role offers $18/hr during training, $19/hr after, plus a retention bonus and monthly bonus, with 2 weeks PTO, benefits, and 401k match.

Qualifications

• 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
• Able to handle up to 45 calls per day
• Experience with Microsoft Outlook and Gmail
• Familiar with Windows operating systems

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
• Provide incident management, request fulfillment, access management, problem management, and knowledge management
• Route tickets to appropriate resolver groups as needed
• Collaborate with service desk co-workers and contribute to teamwork
• Participate in ongoing training for service operations
• Tackle projects and tasks assigned by leadership

Skills

Customer service

Verbal and written communication

Interpersonal skills

Fast-paced environment

Adaptability to change

Multitasking

Phone etiquette

Education

Associate degree in Information Technology or 2 years related experience

Tools

Microsoft Outlook

Gmail

Microsoft Windows OS

ITSM tools

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.