A contact in our network has shared an opening for a Support Center/Service Desk Analyst in Cincinnati, Ohio. This is an on-site, 5-day-a-week contract position with a Monday through Friday, 7:30 a.m. to 4:30 p.m. work schedule. As a Level 1 analyst, you will serve as the frontline support for internal and external customers, providing technical assistance on a wide range of company products. This is an excellent opportunity for an experienced professional to contribute to a fast-paced enterprise environment.

The Role: The Face of Technical Support

As a Support Center/Service Desk Analyst, your primary responsibility is to make customers’ lives easier by providing top-notch technical support. This is a crucial, customer-facing role where you will be the first point of contact for technical issues. You will be responsible for providing support on all company products, whether they are internally developed or off-the-shelf. The role requires a hands-on approach and a deep commitment to problem-solving.

Your daily tasks will include troubleshooting and resolving a wide variety of technical issues. You will be comfortable providing both in-person and remote deskside support, so strong communication skills are a must. A significant part of your job will involve using a Help Desk ticketing system and customer support software to manage and track all incoming requests. You will be working independently and as part of a small team, so the ability to be a self-starter and a team player is essential.

You will also be leveraging your knowledge of various operating systems and applications. This includes supporting macOS using Jamf and Windows OS using Microsoft SCCM and Intune. You’ll need an advanced knowledge of the Microsoft 365 / Office 365 suite of applications and experience supporting collaboration tools like Microsoft Teams and Surface Hubs. A working knowledge of LAN/WAN networks is also required. You should have a technical aptitude and a willingness to continuously learn and stay updated on technology changes.

Required Skills and Experience

To be successful in this role, you must have a solid foundation of experience and a specific set of skills. We are seeking a professional with at least 3 years of Help Desk support experience in a fast-paced enterprise environment. You must possess strong logic, problem-solving, and reasoning skills to effectively troubleshoot and resolve technical issues.

A key requirement is a thorough understanding of ITIL concepts. You must have knowledge of computer hardware, software, and operating systems. Experience supporting both macOS and Windows OS in an enterprise environment, leveraging management tools like Jamf, Microsoft SCCM, and Intune, is essential. Finally, a strong background in providing courteous and efficient customer service is a must, as you will be the frontline representative for the company.

This position offers a great opportunity for a driven professional to work onsite in a dynamic team and make a direct impact on customer satisfaction. If you are a motivated individual with a passion for technology and a commitment to providing excellent support, we encourage you to apply.