Desktop Support Specialist

Akkodis is seeking IT Desktop Support Specialist, Cincinnati OH 45241

Pay Range: $40.00-$45.00per hour the rate may be negotiable within this range based on experience, education, geographic location, and other factors.

Job Title: IT Desktop Support Specialist

Location: Cincinnati OH 45241

Duration:12 -month contract to extension

Ideal Candidate:

Helpdesk / desktop support background.

• Experience with imaging, onboarding, ticketing systems, device setup.
• Light network troubleshooting: switches, servers, Wi-Fi, VPN, connectivity.
• Comfort supporting remote teams and coordinating across locations.
• Strong prioritization skills and follow-through.

Daily Support

• Handle Level 1 tickets, troubleshoot laptops, phones, Wi-Fi, and general user issues.
• Reset passwords, unlock accounts, but role is more than just basic helpdesk.
• Device Setup & Imaging
• Perform laptop imaging and configuration.
• Set up new hire equipment: laptops, monitors, cell phones, accessories.
• Infrastructure / Network Awareness

Not a heavy infrastructure role, BUT:

• Needs basic network/server troubleshooting understanding.
• Able to work with remote infrastructure team (Dallas) to diagnose network/server issues.
• Inventory & Process Management
• Maintain device inventory and asset tracking.
• Keep workflows organized; proactively provide updates without being asked.
• Ability to map processes and stay ahead of equipment and ticket workloads.
• Cross-Site & International Collaboration

Communicate with:

• Dallas IT team (primary support group).
• France-based support teams (communication clarity is essential).
• Occasional support for nearby sites (e.g., Indianapolis).

Summary / Objective

• The IT Support Specialist provides day-to-day technical support for users onsite and remotely, ensuring reliable IT operations, adherence to service level objectives, and exceptional user satisfaction. The role oversees help desk delivery performance, supports infrastructure maintenance, manages onboarding coordination, and contributes to continuous improvement initiatives aligned with Safran’s business and security standards. A disciplined, customer-focused approach and strong technical aptitude are essential.

Essential Functions / Responsibilities

Help Desk & User Support

· Respond promptly to service tickets, calls, and messages using the corporate ticketing system (e.g., ServiceNow).

· Diagnose and resolve hardware, software, and network connectivity issues across Windows 11 and Microsoft 365 environments.

· Provide professional and courteous support, maintaining confidentiality and compliance with IT policies.

· Escalate complex or critical issues through proper channels and ensure timely follow-through until resolution.

· Maintain accurate documentation of incidents, resolutions, and user interactions.

Onboarding & Equipment Lifecycle

· Coordinate with HR and managers to ensure seamless new-hire onboarding (laptop imaging, Intune enrollment, mobile setup, account creation, and equipment distribution).

· Manage asset inventory using CMDB or asset management systems; support refresh cycles and data migrations.

· Collaborate with the Business Manager and corporate IT to standardize onboarding procedures and documentation.

Infrastructure & System Maintenance

· Monitor system performance, backups, and security health status.

· Coordinate the Application of OS patches, updates, and configuration changes per Safran standards and understand the escalation process.

· Provide Level 1 support local server, network, and printer operations; and coordinate level 2-3 with Safran USA IT team for advanced issues.

· Participate in research and deployment of new tools and services that enhance support delivery.

Service Delivery & Performance Management

· Monitor help desk metrics and ticket queues to ensure SLA compliance and service quality.

· Maintain and update knowledge base articles and technical procedures.

· Conduct regular meetings with customer focal points to ensure quality support and capture new initiatives as they arise.

Required Skills & Competencies

· Excellent interpersonal, verbal, and written communication skills.

· Strong technical troubleshooting skills for Windows-based and Microsoft 365 systems.

· Working knowledge of ticketing and remote support tools (ServiceNow, Intune, RDP, Teams).

· Ability to manage tasks independently while meeting deadlines and service commitments.

· Commitment to process discipline and documentation accuracy.

· Strong customer orientation and professional demeanor under pressure.

Education & Experience

· Bachelor’s degree in Computer Science, Information Technology, or related field

· Minimum 3 years of experience in IT Support, Helpdesk, or Service Desk environment.

· Experience with ServiceNow or comparable ticketing system.

· Experience supporting Microsoft Windows 11, Office 365, and Intune device management.

· Familiarity with network fundamentals and security best practices.

Additional Requirements

· On-call availability as scheduled by the IT HelpDesk Manager.

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client.

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.akkodis.com/en/privacy-policy.

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

· The California Fair Chance Act

· Los Angeles City Fair Chance Ordinance

· Los Angeles County Fair Chance Ordinance for Employers

· San Francisco Fair Chance Ordinance