IT Service Desk Analyst at JW Affinity IT

Cincinnati, Ohio, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Jun, 26

Salary

0.0

Posted On

11 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Focus, Prioritization, Communication, Troubleshooting, Client Computing Hardware, Operating Systems, User Management, Application Support, Printing Management, Telephony, Imaging, Cloud Infrastructure, Vendor Coordination, Documentation, Problem Resolution, Customer Service

Industry

Information Technology & Services

Description

Overview We are seeking an IT Service Desk Analyst to join our team! The IT Service Desk Analyst is a hands-on position responsible for working with cross-functional groups within the organization to support client computing, printing and telecommunications needs. Strong customer focus, attention to qualitative delivered services, prioritization, and effective communication are essential to the success of this position. The Information Technology (IT) Service Desk Analyst is specifically responsible for working with the IT Infrastructure Manager to ensure that IT Service Desk services are supporting the commercialization of the business, helping to make employees productive in their use of computing assets and supporting the IT applications team. Core Job Responsibilities: Primary support responsibility for timely and planned response for first-level IT Service Desk tickets Perform technical troubleshooting and problem resolution involving Client computing hardware (Dell & Apple) Client computing operating systems (Microsoft Windows and Mac OS X) User and password management Security access rights Client computing applications (including Microsoft Office) Printing management Telephony, including phone setup and voicemail Additional Responsibilities: Imaging of new and repurposed client computing equipment Manage cloud-based infrastructure solutions including email, spam management, audio/web conferencing, and file sharing Coordinating equipment purchase, repairs and returns with vendors Assisting IT Infrastructure Manager with design, deployment and post-production support of IT infrastructure investments Provide status updates, work plans, written documentation, test plans, business continuity plans and training for administered systems Tasks You will be responsible for helping customers by providing product and service information and resolving technical issues. Handle customer inquiries and complaints Provide information about the products and services Troubleshoot and resolve product issues and concerns Document and update customer records based on interactions Relies on extensive knowledge and professional discretion to achieve goals. Qualifications: Previous experience in IT Service Desk Ability to build rapport with clients Ability to prioritize and multitask Positive and professional demeanor Excellent written and verbal communication skills Significant ingenuity and flexibility is expected. Fluent in Spanish (Preferred) BMC Footprints Ticketing System experience or knowledge Responsibilities Benefits Health Care Plan (Medical, Dental & Vision) Retirement Plan (401k,with matching) Life Insurance Plan PTO Short Term & Long-Term Disability Internet & Phone Allowance (for applicable roles) Wellness Resources (EAP) Pet Insurance Work-Life balance Flexible Hours Full-Time Permanent Positions JW is a full-service IT Solution Provider assisting schools and private organizations with strategic and innovative IT-related projects. We take the time to learn about our clients to develop, implement, and monitor the projects to which we are contracted. JW is a certified small, woman, minority-owned business through the National Minority Supplier Development Council.

Responsibilities

The primary responsibility involves providing timely, first-level IT Service Desk support, handling technical troubleshooting for client computing hardware, operating systems, applications, printing, and telephony. Additional duties include imaging equipment, managing cloud solutions, coordinating vendor interactions, and assisting the IT Infrastructure Manager with deployment and support.