Desktop Support

2 weeks ago


Cincinnati, United States Talent Groups Full time

Key requirements are end user computing L1 / L2 / L3 support (Desktop / Laptop / Mobile / Virtual Meeting Tech Audio & Video); WiFi Network Support;

Responsibilities:

  • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for custom er’s end users Classify Service Calls according to the specified options
  • Route problems to 3rd level IT support staff using knowledge base articles
  • Coordinate with level 3 and support staff that provide hardware / software / network problem resolution.
  • Use the SOAR to document and manage problems and work requests and their respective resolutions and circumvention's
  • Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
  • Troubleshoot client software and basic network connectivity problems remotely using remote access tools
  • Identify, evaluate and prioritize customer problems and complaints
  • Participate in on-going training and departmental development
  • Maintain quality standards for incident documentation and phone calls



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