Service Desk Pro - Frontline IT Support & Troubleshooting

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

Benefits offered by this job

2 weeks PTO

Benefits

401k Match

Retention bonus

Job summary

Encore Technologies seeks a frontline support specialist to document and resolve hardware, software, network, and access issues. The role emphasizes customer experience, ticket triage, and collaboration with service desk teammates in a fast-paced environment.

Candidates should have an associate degree in IT or 2 years of related experience, strong communication, and proficiency with Microsoft OS, Outlook, and Gmail. Flexibility for evenings, weekends, and holidays is required.

Qualifications

• Associates degree in Information Technology or 2 years equivalent experience preferred.
• Prior experience in a customer service role.
• Strong Verbal and written communication skills.
• Strong interpersonal skills and telephone etiquette.
• Experience in fast-paced, high-stress environments.
• Able to adjust to changing processes and workflows.
• Capable of handling up to 45 customer calls daily across diverse configurations.
• Experience with Microsoft OS and productivity tools.
• Proficient with Outlook and Gmail.
• Willing to work flexible hours including evenings, weekends and 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.
• Follow incident management, request fulfillment, access management, problem management and knowledge management.
• As triage dictates, route tickets to proper resolver groups.
• Collaborate with service desk teammates.
• Participate in ongoing service operations training.
• Work on projects and tasks assigned by leadership.

Skills

Communication

Customer service

Problem solving

Multitasking

Adaptability

Interpersonal skills

Telephone etiquette

Fast-paced work

Written communication

Education

Associates degree in IT or 2 years related experience

Tools

Microsoft Windows OS

Microsoft Outlook

Gmail

ITSM tools

Job description

Encore Technologies seeks a frontline support specialist to document and resolve hardware, software, network, and access issues. The role emphasizes customer experience, ticket triage, and collaboration with service desk teammates in a fast-paced environment.

Candidates should have an associate degree in IT or 2 years of related experience, strong communication, and proficiency with Microsoft OS, Outlook, and Gmail. Flexibility for evenings, weekends, and holidays is required.