Service Desk Contractor

Golden Technology; Cincinnati (OH); On-site; USD 40,000 - 50,000; Full time

Job summary

A technology consulting firm in Cincinnati is seeking a Service Desk Analyst to provide support for IT products and facilitate customer issue resolution. Candidates should have over 3 years of help desk experience, strong problem-solving skills, and familiarity with ITIL concepts. This is an entry-level position offering a contract employment type.

Qualifications

• 3+ years of Help Desk support experience.
• Strong problem-solving and reasoning skills.
• Ability to work independently and in a team.

Responsibilities

• In-person coverage of Support Bar/Service Desk.
• Resolving issues with multi-function printers.
• Providing IT setup assistance to new starters.

Skills

Help Desk support experience

Knowledge of hardware, software and OS

Troubleshooting technical issues

Problem-solving skills

Customer service skills

Communication skills

Understanding of ITIL concepts

Experience with Microsoft 365

Tools

ServiceNow

Jamf

SCCM

Intune

Microsoft Teams

AV codecs and controllers

Job description

Provide support for all products, both internally developed and off-the-shelf. The Support Bar/Desk serves as the front-line support for our internal and external customers. The Service Desk Analyst's role is to facilitate customer support and issue resolution.

Work Schedule: Monday through Friday, 7:30am to 4:30pm

Work Location: Cincinnati Office, 5 days per week

Qualifications and Skills:

• 3+ years of Help Desk support experience in a fast-paced enterprise environment.
• Knowledge of hardware, software, and operating systems.
• Experience troubleshooting technical issues.
• Strong problem-solving and reasoning skills.
• Familiarity with ticketing systems and customer support software.
• Courteous and efficient customer service skills.
• Ability to support in-person and remote deskside support.
• Excellent communication skills, written and verbal.
• Ability to work independently and in a team.
• Willingness to learn and stay updated on technology.
• Understanding of ITIL concepts.
• Experience supporting macOS with Jamf, Windows OS with SCCM and Intune.
• Advanced knowledge of Microsoft 365 / Office 365.
• Experience with collaboration tools like Microsoft Teams, Mural, Microsoft Teams Room devices, Surface Hubs.
• Knowledge of LAN/WAN networks.

Desirable:

• Experience supporting A/V codecs, controllers, touch panels, microphones, speakers, and signaling.

Key Responsibilities:

• In-person coverage of Support Bar/Service Desk, coordinating scheduling.
• Assisting customers with IT equipment.
• Resolving issues with multi-function printers.
• Providing IT setup assistance to new starters.
• Supporting MS Office, laptops, mobile devices, printers, AV, and telecom equipment.
• Initial troubleshooting and follow-up.
• Contributing to ServiceNow development and training new Analysts.
• Prioritizing calls, assigning to teams, and ensuring SLA adherence.
• Maintaining high standards and team targets.
• Responding to satisfaction surveys and seeking improvements.
• Monitoring the Service Desk for issues.
• Keeping documentation and CMDB updated.
• Reviewing weekly change activities.
• Providing excellent customer service and teamwork.

Seniority level

• Entry level

Employment type

• Contract

Job function

• Information Technology

Industries

• IT Services and IT Consulting