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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 start times between 6am - 9am

Overview:

The Service Desk Analyst is tasked with delivering exceptional front-line 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 top-tier customer experience for all clients.
  • Accurately log all customer interactions in various IT Service Management (ITSM) tools.
  • Diagnose and troubleshoot application and general computing issues utilizing knowledge bases and support tools.
  • Provide a structured support framework including incident management, request fulfillment, access management, problem management, and knowledge management.
  • As per the technical triage process, escalate unresolved tickets to the appropriate resolver teams.
  • Collaborate effectively with service desk colleagues to enhance service delivery.
  • Engage in ongoing training sessions to improve service operations.
  • Participate in 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 changing processes and work conditions.
  • Capable of managing up to 45 customer calls daily, addressing various configurations and 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:

Employees in this role are regularly required to sit, communicate verbally and in writing, use hands for operating standard office equipment, and reach with arms. Frequent walking and standing may be necessary to complete tasks, especially when moving between work sites. The ability to ascend and descend stairs is also required. Specific vision abilities necessary for this position 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 perform detailed work on multiple concurrent tasks. Maintaining composure in a dynamic, high-quality environment where accountability is essential is crucial.

Work Environment:

This position is primarily sedentary but may require standing and walking for up to 10% of the time. The work is typically conducted in an office setting, equipped with standard office tools.

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