Service Desk 1

This first point of contact role provides technical assistance to a client based in Cincinnati, Ohio. You will troubleshoot issues remotely, document and track requests through a ticketing system, and support ongoing improvements to the client knowledge base.

Role Overview

As Service Desk 1, you serve as the initial contact for phone and email technical support. The role emphasizes remote problem resolution, accurate incident recording, timely follow-up, and maintaining up-to-date support documentation for the client’s customers and internal teams.

Key Responsibilities

• Act as the first point of contact for technical assistance via phone or email
• Identify issues, perform remote troubleshooting, and guide customers through corrective steps
• Log all requests and incidents in the ticketing system, ensuring documentation is detailed and accurate
• Follow up with customers in a timely manner while delivering excellent customer service
• Support the client’s technical knowledge base by updating and creating new documentation as needed

Required Qualifications

• High school diploma, GED, or equivalent
• 1-2 years of help desk experience in a contact center
• Experience working with a ticketing system
• Excellent problem-solving skills and strong attention to detail
• Ability to communicate effectively with a wide range of audiences, from non-technical end users to highly technical engineers

Location and Work Setting

The position is located in Cincinnati, OH and is onsite.

Compensation and Benefits

• Competitive compensation package
• Full Benefits, including Medical, Vision, Dental, and more

Additional Information

• Opportunity to get in with an industry-leading organization
• Close-knit and team-oriented culture

Why IDR

• 25+ years of proven industry experience across 4 major markets
• Employee Stock Ownership Program
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner 11 years in a row