Job Description
To build and deploy computers to the 84.51° environment. Provide support on all 84.51° products, whether internally developed or off the shelf. The Support Bar/Desk is the front line support to our internal and external customers. The role of the Service Desk Contractor is to ensure we do our best to make our customers lives easier. Cincinnati Office 4-5 days per week, and some Work From Home (WFH) currently allowed based on corporate policy as workload and performance permits it, up to 1 day a week.
The Service Desk Contractor is responsible for providing a single point of contact for all IT related user inquiries and issues.
* Build and deploy Windows machines using Microsoft Systems Center Configuration Manager
* Build and deploy Mac OS systems, leveraging Jamf Pro
* Maintain our audio-visual room systems (A/V), office collaboration technologies, and digital signage systems by proving timely technical resolutions and applying system patches. Resolve problems and change consumables for Lexmark multi-function devices
* Communicate with internal and external customers to identify room and event needs.
* Coverage of Support Bar and/or Service Desk. The Service Desk Lead will be coordinate coverage to ensure customer service.
* Provide 1st and 2nd line technical support for MS suite of products, laptops, mobile devices, printers, AV and telecommunication equipment.
* Provides initial troubleshooting and follow-up to ensure problems are resolved in a timely fashion.
* Assist in the development of Service-Now functionality and extending the Service catalog and FAQs. Continually train new Service Desk Support on problem resolution.
* Ensure calls are prioritized in order of urgency/impact to the business, allocate calls to internal teams and follow up to ensure SLA targets are achieved and the escalation process is followed at all times. Display elevated working standards ensuring own SLA targets are met at all times and collaboratively ensuring team targets are met.
* Respond to satisfaction surveys and look for improvement opportunities.
* Proactively monitor the Service Desk and Support Bar looking for potential issues and highlighting them as appropriate. Work with the team to ensure all documentation and the CMDB is kept up to date at all times.
* Review weekly changes ensure proper association between recurring incidents and change activities.
* Proven team player dedicated to providing positive, highest level customer service experience at all times
* Have a strong work ethic, be committed to customer success in their use of IT, and demonstrate a passion to ensure high customer satisfaction
Required Skills & Experience
* 3+ years' experience providing technical support in a fast paced and constantly changing environment
* Experience supporting Mac operating system in an enterprise environment
* Experience leveraging Microsoft SCCM
* Experience with Helpdesk software i.e. Service-Now
* Experience supporting large Windows-based environments to desktop level with emphasis on Win 10 OS / Office 2016
* Working knowledge and understanding of LAN/WAN networks
* Experience Supporting Collaboration Tools Such as Microsoft Teams, Video Conference Equipment
* Understand ITIL concepts
Nice to Have Skills & Experience
* Experience supporting Polycom RealConnect
* Experience supporting A/V codecs, A/V controllers, A/V touch panels, BiAmp, microphones, speakers and audio/video signaling.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.