CBTS is currently seeking a Desktop Support Specialist for a position located in Columbus, OH.

Job Description:

• Provide employees with support on all aspects of End-User computing digital assets (including but not limited to Laptops, Desktops, Printers, Mobile Devices, and software).
• Create a positive customer support experience and build strong relationships.
• Communicate promptly on progress and handle customers with a professional attitude.
• Provide support for incidents that require advanced troubleshooting skills that cannot be resolved by junior team members.
• As a senior member of the team, also responsible for documenting solutions to problems and mentoring and training junior team members.
• Prioritize, communicate, triage, and resolve issues in a timely manner.
• Provide 2nd level technical support for incidents that cannot be resolved by the Service Desk; both in person and remotely
• Maintain asset and software inventory
• Engage appropriate IT resources and teams to resolve incidents that are beyond the scope of their ability or responsibility
• Ability to analyze logs within multiple Microsoft applications to resolve user issues
• Analyze and resolve VPN and MFA related issues
• Create and contribute to process improvement
• Image, configure, and deploy computers
• Deploy and troubleshoot software and hardware
• Log incidents in given ticketing system
• Provide support for IT project implementations and performs miscellaneous job-related duties as assigned
• Rebuild windows profiles\
• Support PC replacement programs and emergency exchanges
• Troubleshoot network related issues.
• Administer access to applications
• Maintain utmost confidentiality on all conversations, documents, correspondence, research records, information, data, etc.

Experience:

• 5 years of MS Windows desktop operating system deployment experience required.
• 5 years of Ivanti (or other software distribution tools) experience required.
• Windows 10 desktop operating systems deployment and support experience required
• Experience in using ITSM systems like ServiceNow is required
• Ability to quickly assess problems and identify solution.
• Understanding of desktop group policy objects (GPO)
• Knowledge on how to re/image a workstation.
• Remote Support experience
• Conflict resolution and management
• Working knowledge of MS operating systems and applications
• Software Distribution and Patch Management tool experience
• Ability and desire to provide excellent customer service.

Cincinnati Bell Technology Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws.

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