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Technical Support Specialist

2 months ago

Cincinnati, Ohio, United States Encore Technologies Full time

Position: Service Desk Analyst

  • Compensation: $18 / hr.
  • Work Environment: Onsite
  • Shift: 1st shift with flexible start times

Overview:

The Service Desk Analyst is tasked with delivering exceptional support to clients by following established protocols to document and resolve technical challenges related to hardware, software, networking, access, and general computing.

Key Responsibilities:

  • Ensure a superior customer experience for all clients.
  • Accurately log all customer interactions in various IT service management tools.
  • Diagnose and troubleshoot application and general computing issues utilizing available resources.
  • Provide a structured support framework including incident management, request fulfillment, access management, problem management, and knowledge management.
  • Follow the technical triage process to escalate unresolved tickets to the appropriate teams.
  • Engage collaboratively with fellow service desk professionals.
  • Participate actively in ongoing training and development for service operations.
  • Contribute to projects and tasks as assigned by management.

Qualifications:

  • Associate's degree in Information Technology or equivalent experience in a technology-related field is preferred.
  • Previous experience in a customer service capacity.
  • Excellent verbal and written communication skills.
  • Strong interpersonal skills and professional telephone etiquette.
  • Proficient problem-solving abilities.
  • Able to thrive in a fast-paced and high-pressure environment.
  • Adaptable to evolving processes and procedures.
  • Capable of managing up to 45 customer calls daily across various complexities.
  • Familiarity with all currently supported Microsoft operating systems.
  • Proficient in messaging platforms, including Microsoft Outlook and Gmail.
  • Willingness to work flexible hours, including evenings, weekends, and holidays.

Physical Requirements:

While performing the duties of this role, employees are regularly required to sit, communicate verbally and in writing, use hands for operating standard office equipment, and reach with hands and arms. Employees may frequently need to walk and stand to complete tasks, especially over longer distances. The ability to ascend and descend stairs is also necessary. Specific vision abilities required include close vision and the ability to adjust focus.

Mental Requirements:

Employees must effectively utilize written and oral communication skills, interpret data and documents, analyze and resolve issues, and manage multiple concurrent tasks. The ability to maintain composure in a dynamic, high-quality environment is essential.

Work Environment:

The role is primarily sedentary but may require standing and walking for up to 10% of the time. Work is conducted in a standard office setting with appropriate office equipment available.

Encore Technologies is an Equal Opportunity Employer. We value and empower each individual, supporting diverse cultures, perspectives, skills, and experiences within our workforce.