Onsite Desktop Support II- Cincinnati, OH

Insight•Cincinnati, OH

7d•Onsite

About The Position

This position will be the technical escalation point for the Level 2 Service Desk and onsite support users. The role requires a high level of technical proficiency and an individual with executive presence and good communication skills. Must quickly and effectively diagnose, and resolve issues related to desktop, laptops, mobile devices, printers, and video conferencing. The organization is looking for an individual who is customer focused, passionate about the end user experience, enjoys challenging themselves constantly to improve, and empowering the end user community by providing IT knowledge and tools. Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career.

Requirements

5+ years of commensurate and progressive growth experience in a Service Desk or Help Desk technical support environment
Experience in installing and configuring computer systems, diagnosing and solving hardware/software faults, and logging and tracking any additional troubleshooting that may occur
Experience with Office 365
Experience with mobile devices (both Android and iPhone)
Exceptional customer service, analytics, and problem-solving skills to ensure the best client solutions.
Expert technical knowledge with an understanding for managing multiple diverse environments
Excellent communication skills demonstrated ability to create comprehensive technology analysis documents, instruction sheets, and process documentation for current and potential programs.
Ability to facilitate technical meetings, and convey technical information to non-technical staff
Proactive communicator with all levels of staff and management with the ability to maintain open communication with others
Self-motivated with directed exceptional customer service orientation and dedication to meeting deadlines
Excellent organization, time management and analytical skills
History of balancing multiple priorities and the ability to adapt and change focus as deadlines or customer needs shift

Nice To Haves

Experience with ITSM ticketing systems such as ServiceNow is a plus
Bachelor’s degree in computer science or relevant field is a plus

Responsibilities

Providing level 2 desktop support as needed
Ensuring customer service is timely and accurate
Aligning service level agreements with business stakeholder priorities
Reporting on and driving performance against KPI’s and metrics
Handling customer concerns and complaints while overseeing 100% of incoming service desk requests, incidents, and issues
Gauging the effectiveness and efficiency of service delivery; develop and implement strategies for improving desktop service delivery
Developing and manage a broad range of technical IT projects.
Providing timely updates to senior helpdesk leaders and stakeholders on regular basis
Delivering enterprise level technical support covering a wide breadth of technical matters
Meeting with clients and managing technical resources as needed
Handling escalations from Systems Engineering and Systems Administration stakeholder teams