Job Description

Job Description

Job Description

Service Desk Analyst

GavinHeath is partnering with a client in Dayton, OH looking to add a Service Desk Analyst to their team. The role is a long-term contract position. This role is a Hybrid position. The Service Desk Analyst is a member of the Global IT Service Desk Team that supports all employees and contractors in corporate, retail stores, and distribution centers.

This role is the first point of contact for users needing assistance. The analyst will respond to incidents and requests reported by users, delivering the highest level of customer service.

Must possess strong interpersonal attributes, a collaborative mindset, good judgment, clear communication skills, and the desire to help others.

Work Hours

Ability to work a flexible schedule, including mornings, evenings, weekends, and busy events such as the day after Thanksgiving, special Big Event days, and the day after Christmas, based on company needs.

Responsibilities:

• Provide superior Customer Service and IT Support
• Field tickets, support calls, chats, and emails from users inquiring about software, hardware, connectivity, or similar issues.
• Follow all established support procedures and participate in the creation of new procedures for the team and end users.
• Provide accurate, timely, and creative solutions to end-users
• Escalate more complex problems to higher level support staff.
• Troubleshoot and provide support of retail and operations systems

Personal traits:

• Highly motivated self-starter with a "Sense of Urgency”
• Prioritize and execute multiple initiatives in a collaborative and fast-paced environment
• Maintain high level of confidentiality

Customer Service skills:

• Empathy for the customer
• Problem-solving
• Clear communication

IT Basics Knowledge:

• PC hardware, software, and peripherals
• Networking technologies (VPN/VLAN/WIFI)
• Active Directory

Minimum Experience

• 1 year of Customer Service
• Some technology experience OR recent completion of Google IT Support certification

GavinHeath is an equal opportunity employer. GavinHeath will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation and gender identity), national origin, disability, age, creed, ancestry, genetic information, or any other status protected under applicable federal, state, or local laws.

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