Job Details

  • Title: IT Support Analyst
  • Code: RCI-2395
  • Location: Cincinnati Ohio (OH) 45237
  • Posted Date: 06/16/2020
  • Duration: 6 Months
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  Job Description

 

Objective:

  • Hire 1-3 IT resources to help take incoming tickets from our Tide Cleaners software, help diagnose level 1 & 2 issues, and escalate level 3 tickets to the right contacts

Scope of the Role:

  • Detailed Role Description(s): The Technology Support Specialist serves as the first point of contact for incoming calls or tickets from Franchised and Corporate owned Tide Cleaners stores to assist with all aspects of software, hardware, network, and communications support. The role is responsible for providing exceptional customer service and helping to resolve, track, and prevent technical issues.

Requirements:

  1. Previous experience with IT Help Desk & support; experience with IT ticketing systems
  2. Microsoft Office software experience through day-to-day use of applications like Word, Excel and Outlook.
  3. Basic network trouble shooting experience

Overall Industry Experience:

  • Previous experience with IT Help Desk & support; experience with IT ticketing systems

Relevant Experience:

  • 2+ years of Jira or other bug tracking and agile project management platform experience
  • 2+ years of IT help desk experience
  • Basic network trouble shooting experience
  • Microsoft Office software experience through day-to-day use of applications like Word, Excel and Outlook.

Skills:

  • Ability to read and modify existing SQL queries
  • Excellent written and verbal communication skills
  • Typing proficiency and skill to use a personal computer and multiple software packages
  • Attention to detail to ensure accuracy and quality of work

Education: High School degree required; ideally higher education degree in Technology field


Standout Qualities:

  • Excellent organizational skills and ability to multitask
  • High energy, positive attitude, engaging personality, and ability to communicate effectively
Hours of Work: 40 hrs/per week; Actual daily working hours TBD to cover US timezones & weekends


Travel Required: Minimal (possibly an occasion trip to Dallas)