Service Desk Support Specialist

1 week ago

Cincinnati, Ohio, United States Encore Technologies Full time
Job Title: Service Desk Analyst

At Encore Technologies, we are seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing front-line support to our customers, ensuring that their technical issues are resolved efficiently and effectively.

Key Responsibilities:
  • Provide exceptional customer service and support to our customers, adhering to our standard processes and procedures.
  • Document all customer contacts and interactions in our ITSM tools, ensuring accurate and timely resolution of technical issues.
  • Troubleshoot, diagnose, and resolve technical issues related to hardware, software, network, access, and general compute, using our knowledge base and support tools.
  • Collaborate with our service desk team to ensure seamless communication and resolution of customer issues.
  • Participate in ongoing training and development to enhance your technical skills and knowledge.
Requirements:
  • Associate degree in Information Technology or 2 years equivalent experience in a technology-related field.
  • Prior experience in a customer service role, with strong verbal and written communication skills.
  • Strong interpersonal skills, problem-solving skills, and ability to work in a fast-paced and high-stress environment.
  • Experience with Microsoft's currently supported O/S and proficiency in messaging systems, Microsoft Outlook, and Gmail.
  • Ability to work flexible hours, including evenings, weekends, and holidays.
Working Conditions:

The Service Desk Analyst will work in a general office environment, with standard office equipment available. The role requires sitting, talking, and using hands to operate equipment, as well as walking and standing for up to 10% of the time.

Encore Technologies is an Equal Opportunity Employer, committed to diversity and inclusion in the workplace.

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