Service Desk Support Specialist

3 weeks ago


Hamilton, Ohio, United States Armstrong Group Full time

Job Summary

The Service Desk Analyst provides customer service and technical support through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation of computer and software technologies. Key responsibilities include providing Tier 1 service or phone support to IT users, troubleshooting problems to resolution or escalation, and documenting problems and resolutions within a call tracking application.

Key Responsibilities

  • Provide Tier 1 service or phone support to IT users for basic software and hardware of end-user computing and desktop-based LAN systems.
  • Troubleshoot problems to resolution or escalate to Tier 2 support when necessary.
  • Reset or configure network accounts access.
  • Document problems and resolutions within call tracking application and provide updates to the knowledge base where applicable.
  • Configure and install software for end-users' desktops and laptops.
  • Involved in the installation and rollout of new software packages; upgrades and new desktop hardware.
  • Process hardware and software requests by coordinating user setup, upgrades, and installations.
  • May perform end-user training as it regards assistance with supported applications.

Qualifications

  • Good problem solving and analytical skills.
  • Effective written and verbal communication skills.
  • Good organizational and time management skills.
  • Good interpersonal skills.
  • A strong self-starter.
  • Minimum HS Diploma or equivalency diploma; some college and/or technical training preferred.
  • 1-3 years customer service experience with emphasis on hardware/software.
  • Working knowledge of Windows operating systems, Microsoft applications and desktop hardware/laptops required.

About Armstrong Group

The Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions.



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