Help Desk Specialist

JOB TITLE : Help Desk Specialist JOB LOCATION : Cincinnati, OH WAGE RANGE

• : 20 - 23.70 JOB NUMBER : 36516288 REQUIRED EXPERIENCE : 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. 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. Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities
• While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to : job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life / short term disability / whole life / term life / accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.