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Help Desk Analyst

Company: Ahead
Location: Cincinnati
Posted on: January 16, 2022

Job Description:

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.Our Analysts are a valued member of the Managed Services team providing daily system support for desktop hardware, operating systems and applications, installation, and modifications. Analysts troubleshoot system and end user problems, act as the primary contact for customers for monitoring and job scheduling of the customer environment, manage user accounts, perform limited desktop maintenance, research and develop effective and logical solutions considering operational policies and information assurance requirements.In addition, we will be offering a 1k sign on bonus for anyone joining AHEAD in this role!Responsibilities:Accept and log customer callsMonitor events / notifications via the monitoring tools.Triage customer calls per specified severity levelsExecute first attempt to resolve the customer callRefer customer call to the appropriate level two/three support groupTrack the progress of customer calls during entire lifecycle (from start to end) to ensure the call is resolved within the agreed Service Level Agreement (SLA)Update the customer call record or incident ticket as requiredEscalate customer calls to the appropriate management level when thresholds are violatedClose customer calls and tickets upon completionCommunicate, internally and externally, the status of the call directly with the customer or broadcast to a larger audience as defined per SLA.Perform account management services User Account creates/disables/terminations/name changes, etcMonitor production system jobs/batch management within Customer Job Scheduler to include investigation and resolution of production errorsFulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)Distribute daily turnover reports to customers as neededCommunicate response times for dispatched tickets to the customersManage service requests ensuring adherence to SLAAssist with cross training of Service Desk team members as neededQualifications:2-3 years technical helpdesk or technical call center experience requiredCompTIA A+ certification preferredHands-on work experience with the following:Windows Operating SystemsMAC Operating SystemsKnowledge of Active Directory, O365User account management for Active Directory,O365/Exchange Mailboxes, Distribution listsRemote desktop connectivityMS Office Suite (Word, Excel, PowerPoint, Outlook, Project, and Visio)Internet browsers (Explorer, Chrome, Firefox)VPN and remote dial-in users2-factor authentication, soft tokensSupport for laptop, desktops, and printersSmartphone supportExecute basic queries and administrative tasks for MS SQL, helpfulOthers:Sharepoint, Adobe Acrobat and other common desktop applicationsExperience with monitoring tools/applications like LogicMonitor, Nagios, etc.Job scheduler applications like Tidal or Autosys#CBWhy AHEAD:Transparent managementWork alongside and collaborate with industry expertsInvestment in training & developmentIncentives for certificationsAbility to make an immediate impactFlex PTOOutstanding lab

Keywords: Ahead, Cincinnati , Help Desk Analyst, Professions , Cincinnati, Ohio

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