Service Desk Analyst: IT Support & Customer Care

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

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.