Group Service Desk Support Associate

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Professional Cincinnati, OH, US

4 days ago Requisition

Scope of Job: The position provides support to end‑user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions.

Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re‑set passwords. Fulfills all service level standards for response time and quality. Works under moderate supervision.

Gaining or has attained full proficiency in a specific area of discipline.

Essential Job Functions and Responsibilities:

• Perform remote and hands‑on fixes, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Support for all IT peripheral equipment e.g. Telephony, Printers, Meeting room equipment, etc.
• Basic Active Directory administration:
  Amend group permissions and reset network and applications passwords.
• Create and evaluate documented resolutions and analyse trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.
• Assist in the deployment of new hardware and ensure that changes are tracked, and inventory is updated.
• Collaborate with production and supporting departments to ensure the food safety and quality of our products.
• Performs other duties as assigned.

Experience: 1‑3 years’ experience as a Service Desk Technician. Experience supporting Office 365 applications including Teams and Outlook or related degree required. Knowledge of computer hardware, Microsoft application and Window 10, LAN, Networking, Servers, and Wi‑Fi infrastructure, ITIL Foundation or experience working with ITIL-driven environment, ITIL principles and processes required.

Competencies
:
Computer Troubleshooting, End‑User Training, Help Desk/Desktop Support, Issue Resolution, Password Resets, Software Troubleshooting, Solution Delivery, Technical Support, Technical Troubleshooting, User Administration, Ticketing/Tracking, General Office Software, IT Help Desk Software, Technical/Professional Knowledge, Strong Communication Skills, Stellar Customer Service, Detail Oriented, Initiative, Integrity, Problem Solving, Time Management, Work Quality and Operational Excellence.

Physical Requirements: Primary work in office or laboratory environment. Occasionally work around steam and hot equipment. The employee must occasionally lift and/or move up to 10 pounds.