Job Description

Job Summary:

Our client is seeking a Service Desk Contractor to join their team! This position is located in Cincinnati, Ohio.

Duties:

• Provide in-person coverage of the Support Bar and/or Service Desk
• Assist customers with moving their IT equipment
• Resolve issues and change consumables for multi-function printers
• Provide initial IT setup assistance to new starters, both in person and via phone or Teams call
• Deliver 1st and 2nd line technical support for the MS suite of products, laptops, mobile devices, printers, audio/visual, and telecommunication equipment
• Perform initial troubleshooting and follow up to ensure timely resolution of issues
• Support the development of ServiceNow functionality and extend the Service Catalog and FAQs. Continually train new Service Desk Analysts on problem resolution
• Prioritize calls based on urgency and business impact, allocate them to internal teams, and follow up to ensure SLA targets are met and the escalation process is followed
• Maintain high working standards by meeting personal SLA targets and collaborating with the team to meet shared goals
• Respond to satisfaction surveys and identify opportunities for improvement
• Monitor the Service Desk and Support Bar to detect and highlight potential issues
• Work with the team to ensure all documentation and the CMDB are accurate and up to date
• Review weekly changes to ensure correct association between recurring incidents and change activities
• Use Help Desk ticketing systems and customer support software
• Provide courteous and efficient customer service
• Deliver both in-person and remote deskside support comfortably
• Support A/V codecs, A/V controllers, A/V touch panels, BiAmp, microphones, speakers, and audio/video signaling systems
• Support collaboration tools such as Microsoft Teams, Mural, Microsoft Teams Room devices (MTRs), Surface Hubs, etc.
• Support macOS in an enterprise environment and leverage Jamf
• Support Windows OS in an enterprise environment using Microsoft SCCM and Intune

Desired Skills/Experience:

• 3+ years of Help Desk support experience providing technical support in a fast-paced enterprise environment
• Demonstrated knowledge of computer hardware, software, and operating systems
• Excellent written and verbal communication skills
• Ability to work independently and collaboratively as part of a small team
• Exhibit technical aptitude and a willingness to continuously learn and stay updated on technology changes
• Knowledge and understanding of how to apply ITIL concepts
• Advanced knowledge of Microsoft 365 / Office 365 suite of applications
• Demonstrate working knowledge and understanding of LAN/WAN networks

Benefits:

• Medical, Dental, & Vision Insurance Plans
• 401K offered

$16.00 - $23.00 (est. hourly rate)

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