<p>Kforce has a client in Cincinnati, OH that is seeking a Service Desk Lead responsible for providing a single point of contact for all IT related user inquiries and issues.</p> <p>Responsibilities:</p> <ul> <li>In-person coverage of our Support Bar and/or Service Desk; Coordinate coverage scheduling to ensure and prioritize customer service </li><li>Assisting customers in moving their IT equipment </li><li>Resolving problems and change consumables for multi-function printers </li><li>Providing initial IT setup assistance to new starters, both in-person and via phone call or Teams call </li><li>Providing 1st and 2nd line technical support for MS suite of products, laptops, mobile devices, printers, audio/visual, and telecommunication equipment </li><li>Providing initial troubleshooting and follow-up to ensure problems are resolved in a timely fashion </li><li>Assisting in the development of ServiceNow functionality and extending the Service catalog and FAQs. Continually train new Service Desk Analysts on problem resolution </li><li>Ensuring calls are prioritized in order of urgency/impact to the business, allocate calls to internal teams and follow up to ensure SLA targets are achieved and the escalation process is followed at all times </li><li>Responding to satisfaction surveys and looking for improvement opportunities </li><li>Proactively monitoring the Service Desk and Support Bar looking for potential issues and highlighting them as appropriate </li><li>Working with the team to ensure all documentation and the CMDB is kept up to date at all times </li><li>Review weekly changes to ensure proper association between recurring incidents and change activities* 3+ years of Help Desk support experience providing technical support in a fast-paced enterprise environment </li><li>Knowledge of computer hardware, software, and operating systems </li><li>Experience troubleshooting and resolving technical issues </li><li>Possess strong logic, problem solving, and reasoning skills </li><li>Familiarity with Help Desk ticketing systems and customer support software </li><li>Ability to provide courteous and efficient customer service </li><li>Comfortable providing both in-person and remote deskside support </li><li>Excellent communication skills, both written and verbal </li><li>Ability to work independently and as part of a small team </li><li>Technical aptitude and a willingness to continuously learn and stay updated on technology changes </li><li>Understand ITIL concepts </li><li>Experience supporting macOS in an enterprise environment and leveraging Jamf </li><li>Experience Windows OS in an enterprise environment and leveraging Microsoft SCCM and Intune </li><li>Advanced knowledge of Microsoft 365 / Office 365 suite of applications </li><li>Experience supporting collaboration tools Microsoft Teams, Mural, Microsoft Teams Room devices (MTR's), Surface Hubs, etc. </li><li>Working knowledge and understanding of LAN/WAN networks </li><li>Experience supporting A/V codecs, A/V controllers, A/V touch panels, BiAmp, microphones, speakers and audio/video signaling </li><li>Team player dedicated to providing positive, highest level customer service experience at all times </li><li>Strong work ethic, being committed to customer success in their use of IT and demonstrate a passion to ensure high customer satisfaction </li></ul>