Junior Help Desk Support

Overview

On Site
Depends on Experience
Contract - W2
Contract - 26 week(s)

Skills

Access

Job Details

Location: Cincinnati, OH (Onsite, 5 days/week)
Hours: 7:30 AM – 4:30 PM (Flex to 8:00 AM – 5:00 PM if needed)
Contract Duration: 6 months (with possible extension)
Pay Rate: $20-25/hour (W2)

Job Description:
This role provides front-line support on a wide range of IT products, tools, and systems—both internally developed and off-the-shelf—used across the organization. The Service Desk Analyst acts as the first point of contact for internal and external users needing technical assistance, ensuring a high standard of customer support and service delivery.

Key Responsibilities:

  • Provide in-person support at the IT Support Bar/Service Desk.

  • Assist users with moving IT equipment and initial setup.

  • Troubleshoot and resolve issues with multi-function printers and change consumables.

  • Deliver technical support for laptops, mobile devices, printers, audio/visual equipment, and telecommunication tools.

  • Support collaboration tools such as Microsoft Teams, Mural, Microsoft Teams Rooms (MTR), and Surface Hubs.

  • Troubleshoot and escalate technical issues effectively, ensuring timely resolution.

  • Handle 1st and 2nd line support for Microsoft Office Suite and related software.

  • Monitor and manage tickets via the IT service management platform (ServiceNow).

  • Contribute to knowledge base development, including Service Catalog and FAQs.

  • Prioritize incoming issues based on business impact and follow escalation processes as needed.

  • Maintain up-to-date documentation and CMDB records.

  • Proactively identify and raise potential issues observed during daily support operations.

  • Participate in reviews and associate incidents with relevant change activities.

  • Collaborate with team members to ensure targets and SLAs are consistently met.

  • Uphold high standards in customer service and IT support best practices.

Required Qualifications & Skills:

  • 3+ years of Help Desk/Service Desk experience in an enterprise environment.

  • Strong troubleshooting skills with hardware, software, and operating systems.

  • Familiarity with Help Desk ticketing systems and support software.

  • Proficient in customer service, communication, and remote/in-person technical support.

  • Hands-on experience with:

  • macOS in enterprise environments (Jamf)

  • Windows OS, Microsoft SCCM, and Intune

  • Microsoft 365 / Office 365

  • LAN/WAN networks

  • Understanding of ITIL concepts and processes.

  • Ability to work independently and within a collaborative team.

  • Technical aptitude with a willingness to continuously learn.

#INDGEN

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.