Summary/ObjectiveInformation Technology HelpDesk-desktop support will be focused on support the day to day activities onsite FOR Cincinnati Office and remotely for other sites while controlling the on time delivery of the Helpdesk and managing the customer satisfaction, this position will also perform basic activities on the backend infrastructure. Essential Functions/Responsibilities• Attend the helpdesk system and calls to follow up requests.• Maintains and improves delivery systems availability, functionality, and performance for multiple systems• Investigates and resolves hardware, software, and network problems• Serves as a contact for users having problems using computer software, hardware, operating systems, as well as access and authorization to resources,• Provides support for all system modifications and installations.• Investigates and resolves complex hardware, software, and network problems. • Applies appropriate security measures to the IT systems.• Install new / rebuild existing infrastructure and configure hardware, peripherals, services, settings, directories etc. in accordance with standards and project/operational requirements.• Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary.• Participates in technical research and development to enable continuing innovation within the infrastructure• Helps increase user satisfaction by responding improving service desk duties• Analyzes user inquiries and problems to recommend changes, which would result in the reduction of problems.• Control the Helpdesk ticket load to ensure the correct workload.• Monitor Ticket queues to ensure the objectives in terms of SLA, backlog, communication and any other objective define are achieve.• convene recurrent meetings with customer focal to ensure the right support its given at all time• Ensure the customer satisfaction levels are within the objective and coordinate and lunch customer satisfaction surveys recurrently as agreed.• Maintains a professional helpful attitude with all users.• Ensures timely escalation of problems by documenting actions taken.• Required “On Call” dutyCompetencies• Advanced interpersonal, written, and verbal communication skills• Ability to work under pressure in a deadline driven environment• Discipline to follow instructions from start to end under any circumstances.• Order equipment laptops, docking station, monitors based on office growth projections• Ensure availability of equipment for new hires on first day: Laptop, cell phone, create DU and email address• Set-up new hires upon arrival: Create DU folder, printer connections, shared folders, wifi access, eSupply, etc.• Manage and track inventory for all office equipment (conference rooms and employee issued).• Work with Siemens security to manage trouble calls, security system updates, routine inspections