Senior Service Desk Agent

YOH Services LLC
United States, Ohio, Cincinnati
Mar 15, 2025
Senior Service Desk Agent Category: Information Technology Employment Type: Contract Reference: BH-383392 Senior Level I Service Desk Support Long term contract (could go perm down the road) Location: Cincinnati, Ohio (local candidates only) Payrate: $30/hr - $35/hr Manager is interested in FIRST CALL resolution, which requires more technical skill than answering a phone. Agents need to be empathetic and able to follow processes and policies, including understanding knowledge management concepts This is NOT deskside support, they will be on the phones, email and chat References Looking for 2 or 3 professional references, including name and contact info from prior managers. They will be supporting 1500+ users, so please make sure to be asking how many users they supported in environments. Job Title: Senior Service Desk Agent Location: Cincinnati, OH Job Summary: As a Service Desk Agent, you will serve as the initial point of contact for end users seeking technical assistance. Your role involves delivering exceptional customer service through effective communication and troubleshooting skills to resolve issues via phone, chat, and deskside support. You will address problems related to PCs, operating systems, applications, and network connectivity, ensuring timely and accurate resolutions. Additionally, you will be expected to read, understand, and follow internal standard operating procedures (SOPs), understand ITIL service transition and service quality, and have a working knowledge of knowledge management as well as first call resolution. Experience with Confluence, SharePoint, or other document sharing and wiki management systems is also required. Key Responsibilities: Respond promptly and professionally to incoming service requests through phone, email, and chat channels. Accurately log and categorize incidents and service requests in Jira, maintaining detailed documentation. Perform initial diagnosis of hardware, software, and network issues, providing basic troubleshooting steps and solutions. Escalate complex issues to higher-level support teams or specialists when necessary, ensuring a smooth transition and clear communication. Utilize and contribute to the knowledge base to aid in quicker resolution of common issues and share solutions with the team. Maintain a high level of customer service by keeping clients informed of progress and ensuring that issues are resolved to their satisfaction. Understand and apply ITIL service transition and service quality principles. Manage and maintain knowledge management systems to ensure accurate and up-to-date information. Achieve high levels of first call resolution by effectively addressing and resolving customer issues. Utilize Confluence, SharePoint, or similar document sharing and wiki management systems to manage and share information. Required Qualifications: High school diploma or equivalent; relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus. Strong understanding of operating systems (Windows 10/11, macOS), common software applications (Microsoft Office 365), and networking fundamentals. Experience with Jira Service Management or similar ITSM platforms. Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users. Excellent problem-solving skills and attention to detail. Ability to work independently and as part of a team in a fast-paced environment. Proficiency in using Confluence, SharePoint, or other document sharing and wiki management systems. Preferred Qualifications: Experience resolving issues such as network connectivity problems, hardware failures, and access issues. Familiarity with remote control tools and diagnostic utilities. Experience in a similar role within a large organization. Strong problem-solving and analytical skills. Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply. Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process. For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.