Service Desk Analyst — Training, Bonuses & PTO

Encore Technologies; Cincinnati (OH); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

2 weeks PTO

Benefits

401k Match

Training wage & bonuses

Job summary

Encore Technologies in Cincinnati seeks a Front Line IT Support Specialist to document and resolve technical issues across hardware, software, and networks. Youll follow standard processes, ensuring accurate issue logging and escalation when needed.

Youll deliver best-in-class customer service, log contacts in ITSM tools, and troubleshoot using knowledge bases. Flexible hours, two-week training, and benefits support your growth.

Qualifications

• Associates degree in IT or 2 years related tech experience.
• Prior customer service experience preferred.
• Strong verbal and written communication skills.
• Strong interpersonal skills and telephone etiquette.
• Able to handle up to 45 calls/day on varied items.
• Experience with Microsoft Windows across supported OS.
• Proficient in Outlook and Gmail.
• Willingness to work flexible hours including evenings, weekends, holidays.

Responsibilities

• Provide best in class customer experience to our customers.
• Document all customer contacts into ITSM tools.
• Troubleshoot, diagnose and resolve applications and 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.
• 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 tasks assigned by leadership.

Skills

Customer service

Communication skills

Technical troubleshooting

Microsoft Windows

ITSM tools

Gmail

Microsoft Outlook

Phone etiquette

Flexibility

Education

Associates degree in IT

Tools

Microsoft Windows

Microsoft Outlook

Gmail

Job description

Encore Technologies in Cincinnati seeks a Front Line IT Support Specialist to document and resolve technical issues across hardware, software, and networks. Youll follow standard processes, ensuring accurate issue logging and escalation when needed.

Youll deliver best-in-class customer service, log contacts in ITSM tools, and troubleshoot using knowledge bases. Flexible hours, two-week training, and benefits support your growth.