Service Desk Contractor

Location: Cincinnati, OH
Salary: $20.00 USD Hourly - $25.00 USD Hourly
Description:
Minimum Qualifications:

• 3+ years of experience in Help Desk or technical support within a fast-paced enterprise environment.
• Strong understanding of computer hardware, software, and operating systems.
• Proven ability to troubleshoot and resolve technical issues independently.
• Excellent problem-solving, logical reasoning, and analytical skills.
• Experience with Help Desk ticketing systems and customer support platforms.
• Strong communication skills-both written and verbal.
• Demonstrated ability to deliver courteous and effective customer service.
• Comfortable providing in-person and remote deskside support.
• Familiarity with ITIL concepts and service management practices.
• Experience supporting macOS using Jamf in an enterprise setting.
• Experience supporting Windows OS using Microsoft SCCM and Intune.
• Advanced proficiency in Microsoft 365 / Office 365 applications.
• Experience supporting collaboration tools such as Microsoft Teams, Mural, and Microsoft Teams Room devices (MTRs), Surface Hubs.
• Working knowledge of LAN/WAN networking principles.

Preferred Qualifications:

• Experience with A/V systems including codecs, controllers, touch panels, BiAmp, microphones, speakers, and audio/video signaling.

Responsibilities:

• Provide in-person and remote support via the Support Bar and Service Desk, ensuring high-quality customer service.
• Assist with IT equipment setup and relocation for users.
• Support and maintain multi-function printers, including consumables replacement.
• Deliver onboarding IT support for new employees via in-person, phone, or Teams.
• Provide Tier 1 and Tier 2 support for laptops, mobile devices, printers, A/V, and telecom equipment.
• Perform initial troubleshooting and ensure timely resolution of issues.
• Contribute to ServiceNow enhancements, including service catalog and FAQ updates.
• Train new Service Desk Analysts and promote knowledge sharing.
• Prioritize and escalate support tickets based on business impact and urgency.
• Monitor and maintain SLA compliance and team performance standards.
• Respond to customer satisfaction surveys and identify areas for improvement.
• Proactively monitor support channels to identify and address potential issues.
• Maintain accurate documentation and update the CMDB regularly.
• Review weekly changes to align incidents with change activities.
• Foster a collaborative team environment focused on delivering exceptional customer experiences.
• Demonstrate a strong work ethic and commitment to continuous learning and customer success.

By providing your phone number, you consent to: (1) receive automated text messages and calls from the Judge Group, Inc. and its affiliates (collectively "Judge") to such phone number regarding job opportunities, your job application, and for other related purposes. Message & data rates apply and message frequency may vary. Consistent with Judge's Privacy Policy, information obtained from your consent will not be shared with third parties for marketing/promotional purposes. Reply STOP to opt out of receiving telephone calls and text messages from Judge and HELP for help.

Contact:

This job and many more are available through The Judge Group. Please apply with us today!