Service Desk Specialist

Ingenovis Health•Cincinnati, OH

1d•$51,700 - $64,600•Onsite

About The Position

The Service Desk Specialist I is responsible for fielding desktop support requests and resolving issues for business end-users while providing excellent customer service and a helpful demeanor. Professionalism is required in all communications and interactions. Support requests may range from software questions with specific business applications and Microsoft products; to hardware questions with desktops, laptops, mobile devices and peripherals including laptop docks, external screens, and headsets; and network or application connectivity issues. In addition, the Service Desk Specialist I will be responsible for helping to manage the current inventory of hardware and software and the imaging of laptops and their distribution to employees in office and remote.

Requirements

Two (2) year college degree or equivalent work experience and technical training
Two (2) or more years desktop support in a corporate PC / Technology Group service desk environment
Two (2) or more years supporting wired/wireless LANs and connecting small workgroup PC’s and printers
Experienced in performing on-site analysis, diagnosis, and resolution of complex desktop computer problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users
Knowledge of telephony and computer hardware
Knowledge of computer software including MS Office, Entra ID, Microsoft Exchange, Microsoft Intune, and other Service Desk-related applications
Accuracy and attention to detail while meeting daily deadlines
Ability to think logically to troubleshoot, analyze situations, and make sound decisions
Proficiency in providing remote desktop support both over the phone and using remote support software
Knowledge of hardware and software inventory systems

Nice To Haves

Hands-on experience managing and maintaining Entra ID, Microsoft Intune, Windows Desktop OS, Office 365, Microsoft Exchange, Microsoft SharePoint, VOIP, PowerShell Scripting, and configuring and supporting Mobile devices (Android and iOS), printers, video conferencing, and A/V equipment
A+, Network+, MTA, MCSA certifications
Experience supporting Cloud-based phone systems, ITSM and ticketing solutions, Azure, Microsoft Defender, and Mimecast
Desire to learn and develop a basic understanding of the medical staffing industry

Responsibilities

Serve as the first point of contact for desktop support related issues
Utilize each end-user support request as an opportunity to resolve the current issue at its root cause - not just remedy the symptom - and train the end-user if applicable
Resolve desktop and laptop hardware issues as well as troubleshoot software application and connectivity issues
Follow-up with support clients to ensure issue resolution
Escalate unresolved issues to appropriate Service Desk teams
Build, configure, ship, and support laptop hardware and related equipment for new hires
Manage the configuration of new and existing desktop and laptop hardware
Document all support requests and their resolution in the support ticket system for historical tracking purposes and to drive content for cross-training of other team members
Maintain hardware and software standards across the entire organization
Provide input and support to the infrastructure team on projects
Research, drive, and assist with other desktop and corporate-level projects as assigned
Travel and work independently to provide necessary services across all locations
Collaborate and coordinate with cross-functional teams on front office system support as necessary
Maintain a clean work environment in all office areas, especially those that are off limits to custodial staff
Perform additional duties as requested by management