Desktop Support Analyst

Description:

Provide support on all products, whether internally developed or off the shelf. The Support Bar/Desk is the front-line support to our internal and external customers. The role of the Service Desk Analyst is to ensure we do our best to make our customers' lives easier.

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

Work Location:

Cincinnati Office 5 days per week

QUALIFICATIONS AND PREFERRED SKILLS

Essential:

• 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.

• Experience supporting collaboration tools Microsoft Teams, Mural, Microsoft Teams Room devices (MTR’s), Surface Hubs, etc.

• Working knowledge and understanding of LAN/WAN networks.

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.

About Golden Technology

Golden Technology was founded in 1997 with the goal of developing people and driving innovation. In other words, our aim is to pair world-class technologists like you with amazing companies that are doing impactful work.

After an initially slow start, and way too many late nights playing Final Fantasy 7, Golden Technology built a unique recruiting engine that would quickly prove itself to deliver top-tiered talent to fortune 500 clients across the US, time and time again.

Golden Technology has built a culture around family and helping the people we touch succeed in both their work and personal lives. Oh, everyone says that? Try us, you’ll see it.

We’re helping people find their calling and their dream jobs; and through our Golden Community initiatives we are actively working to improve the communities in which we work, live, and play.