Help Desk Specialist Category: Information Technology Employment Type: Contract Reference: BH-377696 Help Desk Specialist Location: Cincinnati, OH Schedule: Fully onsite Rate:$23.00 - $27.00/hr Top skills: * Independent - have to be ok with remote support * 2 years of desktop tech support experience * Good problem solver * Self-starter - but not afraid to ask questions * Used to handling a lot of calls; this person will get about 5-10 tickets a day ranging in levels of difficulty * Heavy demand IT ticketing - there's always work to do * Mac & iOS presence * ServiceNow experience * Strong customer Service skills * Trainable, professional and punctual mindset cultural fit * Scenario: Regarding network connectivity with multiple computers, and for instance if 1 computer is running slower than the others, what would you look at first? Description: The On-site Technology Support (OSTS) Technician provides high-level technical support, guidance and advice to Company personnel in one or more of the following areas: networking, telecommunications, and/or high-level technical support - in accordance with Firm policy. The candidate should have a background performing in person support in a highly professional environment and possess very strong customer interfacing skills. Responsibilities (include but not limited to): * Act as a sub-area or national resource in On-site (OSTS) applying technical knowledge to develop and implement solutions to complex technology issues. * Laptop troubleshooting, maintenance and administration. * Apple MacBook support and troubleshooting. * Apple iOS and Android device support; setup and configuration. * Knowledge and understanding of HP, Xerox and Canon print devices. * Anticipate and respond to complex technology support issues. * Strong knowledge and understanding of Win10, Office 365. * Instant Messaging tools; TEAMs. * Excellent customer service skills, meeting with users in person to resolve complex technology issues. * Ability to perform root cause analysis to quickly recover from service interruptions and to prevent recurring problems. * Analyze the impact of decisions, and guides others through the solution process in order to satisfy customer, OSTS and Firm needs and objectives. * Provide meaningful contributions to team efforts to enhance overall departmental effectiveness. * Leverage multiple resources or coordinating with other teams in order to meet customer needs. * Facilitate the implementation and support of defined Company Technology solutions. * Communicate system updates to customers as required. * Coordinate, track, and maintain inventory. * Document and track the status of inquiries coordinate appropriate responses and follow-up to ensure customer satisfaction using Service Now * Perform software and Firmware upgrades and testing as needed or part of an initiative or project. * Use root-cause analysis, and troubleshooting at the operational level, work to proactively identify technical and support problems and solutions to prevent future occurrence. * Participate in postmortem analysis of significant projects or events, sharing best practice techniques and solutions. * Share solutions throughout Global IT using appropriate channels. Familiar with Yammer, SharePoint and other collaboration tools. * Provide technical guidance and consult with Company customer stakeholders. To qualify, candidates must have: * Degree in Computer Science or a related discipline; or equivalent work experience in IT Support * Approximately 1-3 plus years of experience in support of IT products * Technical expertise in various facets of PC support, which may include PC applications, hardware, tools, utilities, networking, telecommunications * Excellent interpersonal, communication and organiz