Support Center Analyst

Ascendum Solutions

Cincinnati (OH)

On-site

USD 60,000 - 80,000

Full time

14 days+

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Job summary

A technology solutions firm in Cincinnati is seeking a Service Desk Analyst responsible for providing IT support and customer service. Candidates should have at least 3 years of experience and excellent troubleshooting skills. This role offers the chance to work in a dynamic environment with a focus on customer satisfaction and technical excellence.

Qualifications

Minimum 3 years of Help Desk support experience in an enterprise environment.
Ability to resolve technical issues efficiently.
Understanding of ITIL concepts.

Responsibilities

Provide in-person coverage for the Support Bar and Service Desk.
Assist customers with IT equipment.
Provide 1st and 2nd line support for various devices.

Skills

Help Desk support experience

Knowledge of computer hardware

Troubleshooting technical issues

Strong communication skills

Customer service skills

Technical aptitude

Familiarity with Help Desk ticketing systems

Experience supporting macOS

Education

3+ years' experience in IT support

Tools

Microsoft 365 / Office 365

ServiceNow

Jamf

Microsoft SCCM

Intune

Job description

Direct message the job poster from Ascendum Solutions

Lead Recruiter @ Ascendum | Technical Recruiting Expert

JOB DESCRIPTION:

The Service Desk Analyst is responsible for providing a single point of contact for all IT related user inquiries and issues.

WORK SCHEDULE:

Monday through Friday 7:30am to 4:30pm

QUALIFICATIONS AND PREFERRED SKILLS

3+ years’ of Help Desk support experience providing technical support in a fast-paced enterprise environment.
Knowledge of computer hardware, software, and operating systems.
Experience troubleshooting and resolving technical issues.
Possess strong logic, problem solving, and reasoning skills.
Familiarity with Help Desk ticketing systems and customer support software.
Ability to provide courteous and efficient customer service.
Comfortable providing both in-person and remote deskside support.
Excellent communication skills, both written and verbal.
Ability to work independently and as part of a small team.
Technical aptitude and a willingness to continuously learn and stay updated on technology changes.
Understand ITIL concepts.
Experience supporting macOS in an enterprise environment and leveraging Jamf.
Experience Windows OS in an enterprise environment and leveraging Microsoft SCCM and Intune.
Advanced knowledge of Microsoft 365 / Office 365 suite of applications.
Working knowledge and understanding of LAN/WAN networks.

DESIRABLE:

Experience supporting A/V codecs, A/V controllers, A/V touch panels, BiAmp, microphones, speakers and audio/video signaling.

KEY RESPONSIBILITIES

This role will be responsible for, but not limited to the following:
In-person coverage of our Support Bar and/or Service Desk. The Service Desk Lead will coordinate coverage scheduling to ensure and prioritize customer service.
Assisting customers in moving their IT equipment.
Resolving problems and change consumables for multi-function printers.
Providing initial IT setup assistance to new starters, both in-person and via phone call or Teams call.
Providing 1st and 2nd line technical support for MS suite of products, laptops, mobile devices, printers, audio/visual, and telecommunication equipment.
Providing initial troubleshooting and follow-up to ensure problems are resolved in a timely fashion.
Assisting in the development of ServiceNow functionality and extending the Service catalog and FAQs. Continually train new Service Desk Analysts on problem resolution.
Ensuring calls are prioritized in order of urgency/impact to the business, allocate calls to internal teams and follow up to ensure SLA targets are achieved and the escalation process is followed at all times.
Displaying elevated working standards, ensuring own SLA targets are met at all times and collaboratively ensuring team targets are met.
Responding to satisfaction surveys and looking for improvement opportunities.
Proactively monitoring the Service Desk and Support Bar looking for potential issues and highlighting them as appropriate.
Working with the team to ensure all documentation and the CMDB is kept up to date at all times.
Review weekly changes to ensure proper association between recurring incidents and change activities.
Being a team player dedicated to providing positive, highest level customer service experience at all times.
Having a strong work ethic, being committed to customer success in their use of IT and demonstrate a passion to ensure high customer satisfaction.

Seniority level