Service Desk Specialist – Frontline IT Support

Encore Talent Solutions; Cincinnati (OH); On-site; USD 42,000 - 52,000; Full time

Job summary

Encore Talent Solutions is seeking a Service Desk Analyst to provide frontline support for hardware, software, network, access, and general compute issues in our Cincinnati, OH office. This onsite role documents incidents, troubleshoots using knowledge bases, and delivers a best-in-class customer experience.

The ideal candidate will have an Associate degree in Information Technology or 2 years of related experience, plus strong verbal and written communication, interpersonal skills, and the

Qualifications

• Associate degree in Information Technology or 2 years tech experience preferred.
• Prior experience in a customer service role.
• Strong verbal and written communication skills.
• Strong interpersonal skills and telephone etiquette.
• Experience with fast-paced, high-stress environment.
• Ability to adapt to changing processes, procedures, and schedules.
• Able to handle up to 45 customer calls per day on various configuration items.
• Experience with Microsoft products and supported OS.
• Experience with messaging systems, Outlook and Gmail.
• Willingness to work flexible hours including evenings, weekends, and holidays.

Responsibilities

• Provide best in class customer experience to customers.
• Document all customer contacts into ITSM tools.
• Troubleshoot and resolve applications and general compute issues using knowledge base or support tools.
• Support incident management, request fulfillment, access, problem, and knowledge management; triage where needed.
• Route tickets to appropriate resolver groups when needed.
• Collaborate with service desk teammates.
• Participate in ongoing training for service operations.
• Work on projects and tasks assigned by leadership.

Skills

Customer service

Verbal communication

Written communication

Interpersonal skills

Stress management

Adaptability

Call handling

Team collaboration

Education

Associate degree in Information Technology

Tools

Microsoft Outlook

Gmail

Windows OS

Job description

Encore Talent Solutions is seeking a Service Desk Analyst to provide frontline support for hardware, software, network, access, and general compute issues in our Cincinnati, OH office. This onsite role documents incidents, troubleshoots using knowledge bases, and delivers a best-in-class customer experience.

The ideal candidate will have an Associate degree in Information Technology or 2 years of related experience, plus strong verbal and written communication, interpersonal skills, and the