Job Description
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.
Minimum Qualifications:
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.
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
- 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.
- High School Diploma required.
- Preferred but not required:
- CompTIA A+ Certification
- Previous Customer Service Experience
- CompTIA A+ Certification
Numbers & Facts
| Location | Cincinnati, OH |
| Industry | Staffing/Employment Agencies |
| Salary | $23 |
| Company Size | 2,000 to 2,499 employees |
| Year Founded | 2000 |
| Website | http://www.lancesoft.com/ |
About Company
We are a $125 Million, NMSDC-certified Minority & Woman owned Workforce Solutions Company headquartered in the DC metro area with presence across US with global presence - Canada, Mexico, India, UK, Malaysia, Indonasia, Hongkong, Singapore, UAE. We are specialized in providing Workforce Solutions, SOW project delivery, Engineering Solutions, Creative Services. We currently support 100+ Fortune companies globally and across multiple industry segments. We are currently supporting several massive programs across industry segment nationally/globally (Intel, Ally, AMD, QUALCOMM, Morgan Stanley, Kraft/ Mondelez, MNP, Amdocs, Dell, SanDisk, Medtronic, Becton Dickinson, GE, Lockheed Martin, UTC, L-3 Communications, Caterpillar, BMW, Mercedes Benz, National Grid, Dominion, Energy Future Holdings, PSEG, 3M, Fidelity, Aetna, Humana, Johnson & Johnson, Pfizer, Merck etc).
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.
Skills
- Analysis Skillsunmatched
- Androidunmatched
- Communication Skillsunmatched
- CompTIA A+unmatched
- Consultingunmatched
- Customer Escalationsunmatched
- Customer Satisfactionunmatched
- Customer Support/Serviceunmatched
- Hardware Administrationunmatched
- Hardware Installationunmatched
- Help Deskunmatched
- High School Diplomaunmatched
- ITIL (IT Infrastructure Library)unmatched
- Identify Issuesunmatched
- Incident Managementunmatched
- Maintenance Servicesunmatched
- Microsoft Active Directoryunmatched
- Microsoft Product Familyunmatched
- Microsoft Windows Operating Systemunmatched
- Network Connectivityunmatched
- People Managementunmatched
- Problem Solving Skillsunmatched
- Product Supportunmatched
- Project Trackingunmatched
- Research Skillsunmatched
- Software Administrationunmatched
- Software Installationunmatched
- System Center Configuration Manager (SCCM)unmatched
- Technical Supportunmatched
- iOSunmatched
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