Overview
On Site
Full Time
Skills
Computer Hardware
Operating Systems
Conflict Resolution
Reasoning
Help Desk
Customer Support
Remote Support
Communication
ITIL
OS X
Microsoft Windows
Microsoft SCCM
Microsoft Office
Collaboration
Microsoft
LAN
WAN
Codecs
Scheduling
Technical Support
Laptop
Mobile Devices
Printers
Audiovisual
Telecommunications
ServiceNow
Problem Solving
SLA
Service Desk
Documentation
Configuration Management Database
Customer Service
Work Ethic
Customer Satisfaction
Privacy
Marketing
Job Details
Location: Cincinnati, OH
Description:
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.
Desirable:
Experience supporting A/V codecs, A/V controllers, A/V touch panels, BiAmp, microphones, speakers and audio/video signaling.
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.
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!
Description:
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.
Desirable:
Experience supporting A/V codecs, A/V controllers, A/V touch panels, BiAmp, microphones, speakers and audio/video signaling.
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.
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!
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.