Service Desk Support Analyst

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LCI - Lawinger Consulting, Inc.

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏭 Manufacturing

🏥 Healthcare

📦 Logistics

Manufacturing • Healthcare • Logistics

LCI - Lawinger Consulting, Inc. is a consulting firm that specializes in providing innovative IT solutions and staffing services to a diverse range of clients, including Fortune 500 companies and small businesses. With over 25 years of experience, LCI offers managed services, custom software development, and IT support across various platforms. Their expertise spans multiple technologies, including . NET, Java, and Ruby. The company serves industries such as manufacturing, financial services, government, and non-profits, focusing on understanding client needs to deliver effective, cost-conscious solutions.

📋 Description

• Provide technical support for incidents and requests reported by users • Provide timely and consistent IT phone-based user support • Maintain high-quality end-user experience • Meet real-time service objectives (RSOs) • Ensure proper documentation and escalation of incidents and requests • Respond to incidents and service requests within defined RSOs • Document troubleshooting steps and resolutions • Escalate issues appropriately • Maintain knowledge base accuracy • Follow security and identity verification procedures • Provide knowledge transfer

🎯 Requirements

• High school diploma/GED with four (4) years’ experience in Technical Support roles • An Associates degree substitutes for 2 years of experience • A Bachelor’s degree substitutes for 4 years of experience • Knowledge of computer hardware, software, and mobile device components • Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting • Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN • Knowledge of Active Directory, Group Policy, and endpoint security tools • Knowledge of ITIL best practices for incident and asset management • Skilled in diagnosing and resolving complex hardware, software, and connectivity issues • Skilled in prioritizing and resolving service tickets efficiently • Ability to deliver high-quality, customer-focused technical support • Ability to manage multiple priorities and meet deadlines in a dynamic environment

🏖️ Benefits

• Remote work • Paid time off