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)