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Form of workJob Title: Service Desk Associate
Location: Cincinnati, Ohio
Company: Liona Enterprises
About Us:Liona Enterprises, Inc. is a certified 8a and minority woman-owned (WOSB/EDWOSB) small business providing full-service information technology solutions. We partner with leading manufacturers known for developing innovative technology products and solutions for government and commercial clients. Liona consultants and Subject Matter Experts (SMEs) provide solutions to improve IT security and infrastructure through government, risk, and compliance.
Liona Enterprises was established to provide Information Technology (IT) Audio Visual (AV) /Video Teleconferencing (VTC), Mobile and Data Security, Network, Installation, and Maintenance Services as its core competencies. We provide IT systems design, equipment purchase, maintenance, and support services that help optimize hardware and software. This includes contract maintenance and per-incident repair. We have led numerous IT turnkey initiatives in both government and commercial arenas around the country.
As a solutions-based organization, Liona Enterprises partners with other businesses to create customized solutions that meet your needs. We will help set up, maintain, and manage IT network systems to ensure business continuity. These maintenance services are designed to help maximize your infrastructure investment while reducing the total cost of ownership. Our goal is to help organizations identify, protect, and adapt to the changing pace of technology and improve existing IT assets through governance, risk, and compliance.
Service Desk
Position Overview: The Service Desk plays a crucial role in analyzing and troubleshooting computer support problems. Leveraging a strong understanding of computer software and hardware products and services, the Service Desk resolves user issues efficiently. With a focus on providing excellent support, the Service Desk team ensures smooth operations in the technology landscape.
Key Responsibilities:
- Problem Resolution:
- Receive telephone calls and e-mails from users experiencing issues related to computer software and hardware.
- Ascertain the nature of the problem and determine if it is caused by hardware components.
- Logging and Tracking:
- Log issues into the tracking system for reference and follow-up.
- Escalation Process:
- Escalate problems following defined procedures when necessary.
- User Support:
- Guide users through problem-solving steps to resolve their issues effectively.
- Technical Research:
- Utilize technical databases and collaborate with team members to research problems and find solutions.
- Software and Hardware Testing:
- Conduct testing of software and hardware components to identify troubleshooting solutions.
- Preventive Maintenance:
- Perform service and preventive maintenance activities on element exchange/baseline products.
- Diagnosis and Repair:
- Diagnose equipment errors and conduct repairs by replacing worn or broken parts and making technical adjustments.
- Reference Publication Use:
- Make appropriate use of reference publications and diagnostic aids in resolving technical problems.
- Change Management:
- Assist in the coordination of changes, upgrades, and new products, ensuring systems operate correctly in current and future environments.
- General User Support:
- Provide accurate answers to general use and administrative environment questions in a timely manner.
- Shared Software Support:
- Support shared software, including operating systems, configuration management tools, application, and development tools.
- Documentation:
- Document status updates, time spent on work activities, and follow quality standards.
- Team Collaboration:
- Work effectively in a team environment and complete assigned tasks.
Additional Requirements for Service Desk (SD3):
- Years of Relevant Experience: More than 3 years
- Preferred Education: 4-year college degree or equivalent technical study; additional certifications may be required based on specific technologies.
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