Desktop Support Analyst

CBTS is searching for a Desktop Support Analyst. The primary purpose of this position is to provide end users with technical assistance and support related to computer systems, hardware, or software both over the phone and in-person. This is an entry level role that requires excellent phone communication and customer service skills. This role does require you to work onsite 5 days a week in our Lakeland office.

Essential Functions

• Answers, evaluates, and prioritizes incoming telephone calls, voice mail, Service Desk ticket requests, and in-person requests from users experiencing issues with hardware, software, networking and other computer related technologies.
• Prepares shipping labels and ships equipment to branches and remote locations as needed.
• Assists with troubleshooting, repairing, and prepping new and reissued equipment.
• Handles problem recognition, research, insolation, resolution, and follow-up for user problems, referring more complex problems to the upper-tier Service Desk Technicians.
• Help maintain an accurate inventory of all Client’s IT issued equipment.
• Educate users on Service Desk supported equipment and recommend internal sources for software training.
• Installs client supplied software and peripheral equipment.
• Responsible for adhering to all Company related compliance processes and procedures.
• Performs miscellaneous duties as assigned.

Requirements:

• One of more years of experience upgrading hardware on laptops, Desktops, other.
• At least 1 years of General knowledge of office suite and Google docs.
• One or more years of experience in general command line networking support/troubleshooting. (PING, TraceRoute, DNS and more)
• 1-2 years of professional experience working with Microsoft Desktop operating system 11, configuration, setup and multiple ways to refresh laptops and desktops.
• Backup, install and configure Laptop operating system using automated network software.
• Familiar with MDM management Software such as Jamf, Ironport or MS InTune.
• Add, update and close out trouble tickets in Service Desk Software.

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.