Help Desk Specialist 1

Mindlance

Cincinnati, OH

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JOB DETAILS

SKILLS

Analysis Skills, Android, Communication Skills, Consulting, Customer Escalations, Customer Satisfaction, Customer Support/Service, Hardware Administration, Hardware Installation, Help Desk, ITIL (IT Infrastructure Library), Identify Issues, Incident Management, Maintenance Services, Microsoft Active Directory, Microsoft Product Family, Network Connectivity, People Management, Problem Solving Skills, Product Support, Project Tracking, Research Skills, Software Administration, Software Installation, System Center Configuration Manager (SCCM), Technical Support, iOS

LOCATION

Cincinnati, OH

POSTED

1 day ago

Department: IT Support
Job Title: Help Desk Specialist 1
Duties: Provide guidance, assistance, coordination and follow-up on client questions, problems or malfunctions of all systems applications, hardware and software installed or maintained by IT. Respond to client staff's telephone inquiries concerning support, processing or request procedures, systems status and network connectivity, and a variety of hardware and software problems of all installed application hardware and software products supported by IT. Record inquiries, repair and service requests, resolve or direct requests to appropriate technical area or vendor, track status and follows up to ensure client satisfaction. Escalate to or consult with senior staff when solution is unclear. Perform related duties as assigned or requested. Require good analytical and communication skills, sound judgment, and the ability to work effectively with client and IT staff. Receive immediate and close supervision.

Skills:
Minimum Qualifications:
Windows 10
Microsoft O365 Suite
Working knowledge or familiarity with Active Directory
Basic Networking
Working knowledge or familiarity of Software Deployment tools (SCCM)
iOS/Android experience
Excellent troubleshooting skills
Excellent customer service skills
Quality research skills to aid in troubleshooting and resolution of user problems.
Experience using ticketing systems for incident and request management.
Thorough ticketing management skills.
Excellent attendance
Ideal Qualifications
Previous experience staffing an internal Service Desk and being part of a small team environment. Candidate must possess excellent customer service skills and be able to work with and communicate with other support teams within the IT department. Knowledge of ITIL processes.
Keywords:
Education: High School Diploma required.
Preferred but not required:
CompTIA A+ Certification
Previous Customer Service Experience
Skills and Experience:
Required Skills:
WINDOWS 10
MICROSOFT O365 SUITE
ACTIVE DIRECTORY
BASIC NETWORKING
SOFTWARE DEPLOYMENT TOOLS
Additional Skills:
SCCM
IOS
ANDROID
TROUBLESHOOTING
CUSTOMER SERVICE
RESEARCH
TICKETING SYSTEMS
TICKETING MANAGEMENT
PREVIOUS EXPERIENCE STAFFING AN INTERNAL SERVICE DESK
KNOWLEDGE OF ITIL PROCESSES
PREVIOUS CUSTOMER SERVICE EXPERIENCE

Minimum Degree Required: Completed High School (Diploma or GED)
Certifications & Licenses:
CompTIA A+ Certification

EEO:
Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.

About the Company

Mindlance

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