Service Desk Contractor Job at KellyMitchell Group, Cincinnati, OH

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  • KellyMitchell Group
  • Cincinnati, OH

Job Description

Job Summary:

Our client is seeking a Service Desk Contractor to join their team! This position is located in Cincinnati, Ohio.

Duties:

  • Provide in-person coverage of the Support Bar and/or Service Desk
  • Assist customers with moving their IT equipment
  • Resolve issues and change consumables for multi-function printers
  • Provide initial IT setup assistance to new starters, both in person and via phone or Teams call
  • Deliver 1st and 2nd line technical support for the MS suite of products, laptops, mobile devices, printers, audio/visual, and telecommunication equipment
  • Perform initial troubleshooting and follow up to ensure timely resolution of issues
  • Support the development of ServiceNow functionality and extend the Service Catalog and FAQs. Continually train new Service Desk Analysts on problem resolution
  • Prioritize calls based on urgency and business impact, allocate them to internal teams, and follow up to ensure SLA targets are met and the escalation process is followed
  • Maintain high working standards by meeting personal SLA targets and collaborating with the team to meet shared goals
  • Respond to satisfaction surveys and identify opportunities for improvement
  • Monitor the Service Desk and Support Bar to detect and highlight potential issues
  • Work with the team to ensure all documentation and the CMDB are accurate and up to date
  • Review weekly changes to ensure correct association between recurring incidents and change activities
  • Use Help Desk ticketing systems and customer support software
  • Provide courteous and efficient customer service
  • Deliver both in-person and remote deskside support comfortably
  • Support A/V codecs, A/V controllers, A/V touch panels, BiAmp, microphones, speakers, and audio/video signaling systems
  • Support collaboration tools such as Microsoft Teams, Mural, Microsoft Teams Room devices (MTRs), Surface Hubs, etc.
  • Support macOS in an enterprise environment and leverage Jamf
  • Support Windows OS in an enterprise environment using Microsoft SCCM and Intune

Desired Skills/Experience:

  • 3+ years of Help Desk support experience providing technical support in a fast-paced enterprise environment
  • Demonstrated knowledge of computer hardware, software, and operating systems
  • Excellent written and verbal communication skills
  • Ability to work independently and collaboratively as part of a small team
  • Exhibit technical aptitude and a willingness to continuously learn and stay updated on technology changes
  • Knowledge and understanding of how to apply ITIL concepts
  • Advanced knowledge of Microsoft 365 / Office 365 suite of applications
  • Demonstrate working knowledge and understanding of LAN/WAN networks

Benefits:

  • Medical, Dental, & Vision Insurance Plans
  • 401K offered

$16.00 - $23.00 (est. hourly rate)

Job Tags

Hourly pay, For contractors, Remote job,

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