Service Desk Specialist - Frontline IT Support

Encore Technologies LLC; Cincinnati (OH); Presencial; USD 25.000 - 26.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

2 weeks PTO

Benefits

401k Match

Retention bonus (90 days)

Monthly performance bonus

Descripción de la vacante

Encore Technologies LLC seeks an entry-level IT Help Desk Technician to provide frontline customer support and resolve technical issues across hardware, software, and network services in a fast-paced environment.

Responsibilities include documenting interactions in ITSM tools, troubleshooting compute problems, and collaborating with service desk teams, with opportunities to train and grow within the operations group.

Formación

• Associates degree in IT or 2 years related experience preferred.
• Prior experience in a customer service role.
• Strong verbal and written communication skills.
• Strong interpersonal skills and telephone etiquette.
• Able to work in a fast-paced, high-stress environment.
• Adaptable to changing processes, procedures and schedules.
• Able to handle up to 45 calls per day on various items and configurations.
• Proficient in Microsoft Windows OS, Outlook and Gmail.
• Willing to work flexible and changing hours including evenings, weekends and holidays.

Responsabilidades

• Provide frontline support for customers and document/resolve issues per standard processes.
• Deliver best-in-class customer experience and document contacts in ITSM tools.
• Troubleshoot and diagnose applications and general compute issues using knowledge base.
• Follow incident, request, access, problem, and knowledge management processes.
• Route unresolved tickets to appropriate resolver groups as directed.
• Collaborate with service desk teammates and participate in ongoing training.
• Contribute to projects and tasks assigned by leadership.

Conocimientos

Customer service experience

Verbal and written communication

Interpersonal skills

Telephone etiquette

High call volume handling

Windows OS proficiency

Outlook & Gmail proficiency

Flexible hours availability

Adaptability to changing processes

Educación

Associates degree in Information Technology or 2 years related experience

Descripción del empleo

Encore Technologies LLC seeks an entry-level IT Help Desk Technician to provide frontline customer support and resolve technical issues across hardware, software, and network services in a fast-paced environment.

Responsibilities include documenting interactions in ITSM tools, troubleshooting compute problems, and collaborating with service desk teams, with opportunities to train and grow within the operations group.