Encore Technologies
Service Desk Analyst Level 1- 3rd shift Cincinnati, OH
Job Description – Service Desk Analyst Level 1
- This Job is 100% on-site in Cincinnati, Ohio
- Work schedule: Sun – Thur 9 pm to 8 am
Description: Responsible for providing front-line support for customers by adhering to and following standard processes to document and resolve technical issues associated with hardware, software, network, access, and general computing.
Responsibilities: Provide best-in-class customer experience to our customers. Document all customer contacts into various ITSM tools. Troubleshoot, diagnose, and resolve applications, and general computing issues using a knowledge base or support tools. Provide the following support framework: Incident management, request fulfillment, access management, problem management, and knowledge management. As the technical triage process instructs, route tickets that cannot be resolved at the service desk to the appropriate resolver groups. Collaborate with service desk co-workers through inclusion. Be present and participate in ongoing training for service operations. Work on projects and/or tasks assigned by leadership.
Skills/Experience: Associate’s degree in Information Technology or 2 years equivalent experience in a technology-related field preferred. Prior experience in a customer service role. Strong verbal and written communication skills. Strong interpersonal skills and telephone etiquette. Problem-solving skills. Experienced and capable of dealing with fast pace and high-stress work environments. Experienced and capable of adjusting to changing processes, procedures, and workday. Must be able to handle up to 45 customer calls a day on various configuration items and complexity. Experience and proficiency in all Microsoft’s currently supported O/S. Experienced and proficient in messaging systems, Microsoft Outlook, and Gmail. Willingness to work flexible and changing hours including evening, weekend, and holiday hours.
Physical Demands: While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel, or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand, and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have the ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus. Job Description – Service Desk Analyst Level 1 must have access to a personal computing device, high-speed internet connection, and private telephone service available for company use if required.
Encore Technologies is an Equal Opportunity Employer. We respect and seek to empower each individual and support our workforce’s diverse cultures, perspectives, skills, and experiences.