Service Desk Contractor

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)