Senior IT Service Desk Technician - Cincinnati, OH

Description

Messer Construction Co. is a construction manager and general contractor that provides leadership for complex commercial building projects. An employee‑owned company, Messer builds better lives for its customers, communities, and employees, and delivers value through quality construction and client experiences. Founded in 1932, Messer's footprint has grown to eleven regional offices located across the Midwest and Southeast:
Greenville, South Carolina;
Charlotte and Raleigh, North Carolina;
Columbus, Cincinnati, and Dayton Ohio;
Louisville and Lexington Kentucky;
Indianapolis, Indiana; and Knoxville & Nashville, Tennessee.

The Sr. IT Service Desk Technician provides high-level technical support, including troubleshooting, installation, and maintenance of hardware and software systems. This role ensures efficient operations and provides excellent service delivery. They must be customer-focused, be organized, have strong communication skills, and have strong team‑dynamic capabilities.

• Respond promptly to service requests for technical assistance in person, via phone, or electronically.
• Work closely with other members of the IT team.
• Diagnose and resolve technical hardware and software issues.
• Obtain and evaluate all relevant information to handle inquiries and requests.
• Diagnose and resolve hardware, software, and other computer‑related matters.
• Provide sound advice to customers on appropriate actions.
• Manage tickets in the Incident Management System, maintain accurate records and categorizations.
• Follow up with the business on open or unresolved issues or requests.
• Redirect or escalates issues or requests to the appropriate resources.
• Identify and escalates situations requiring immediate attention.
• Coordination with other support service technicians.
• Administration of end‑user assets and accessories for upgrades and replacements.
• Communicate and coordinate activities with internal departments, co‑workers, and vendors.
• Stay current with system information, changes, and updates.

• 5+ years of experience in IT support services.
• Experience administrating the Service Now platform preferred.
• Minimum of an Associate's degree in an information technology or related field.
• ITIL Foundation Certification preferred.
• Strong oral and written communication skills.
• Exceptional customer service skills with a keen eye for detail.
• Ability to collect, analyze, and present data for improved processes.
• This position requires knowledge of:
  Microsoft Operating Systems, Office Suite including O365, Active Directory, as well as basic end‑user devices and basic network functionality.

We build where we live, and it shows. When you take charge of your career through professional growth and collaboration, you can't help but feel your impact on the community and the industry. And it's what you can expect at Messer each day. In business since 1932 and employee‑owned since 1990, Messer is the commercial construction company committed to building better.

Join Messer, where building with purpose is the foundation of everything we do.

All Messer employees are required to comply with our Substance Abuse Prevention Policy as a condition of employment. Messer may condition offers of employment upon taking and passing of a post‑offer/pre‑employment drug screen.

Messer is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability status, veteran status, sexual orientation or gender identity.