Desktop Analyst - Helpdesk

Desktop Analyst I – Helpdesk

Location:

Cincinnati, OH. Position type:
Full‑time, direct. This role provides technical support for all business products to internal users via phone, ticketing system, and in‑person through the Information Technology Services Group (ITSG).

• Maintain a helpdesk presence during business hours.
• Answer incoming calls to gather information and create tickets on customers’ behalf.
• Work in the online ticketing system to triage, respond, and route tickets to appropriate teams while maintaining service level agreements.
• Serve as escalation point for internal/external customers for incidents, requests, and inquiries for all business products.
• Create documentation and provide feedback to assist in building or updating processes.
• Occasionally field walk‑up requests and perform first‑level help desk duties; log and document detailed ticket activity until resolution.
• Provide deskside support.
• Collaborate with other analysts to determine resolutions for customer incidents and requests.
• Create knowledge base entries for repeatable solutions to aid future incidents/requests.
• Make outbound calls to internal/external customers as part of the incident‑management lifecycle.
• Set up new hires and perform moves.
• Keep asset database updated.
• Other duties as assigned.

• Exceptional customer‑facing and customer‑service skills.
• Excellent conflict‑resolution skills.
• Solid understanding of information technology and computing systems.
• Solid networking fundamentals.
• Familiarity with Microsoft applications such as Windows, Office, Outlook, and SharePoint.
• Ability to help others while meeting individual performance goals.
• Reliable customer support.
• Competent technical troubleshooting.
• Passion for service improvement.
• Ability to work under pressure and meet deadlines.
• High degree of flexibility, including shift and out‑of‑hours work.
• Ability to manage sensitive and sometimes confidential information.
• Eligibility for US government security clearance.

• Desire for self‑directed education regarding IP, networking, and VOIP technologies.
• Experience managing third‑party services.
• Experience in service management or support in a large‑scale, diverse environment with incident management, escalation procedures, and related disciplines.
• Knowledge of ITIL disciplines.
• Willingness to support and mentor junior staff.

This position offers a salary range of $50,000 to $60,000. Benefits may include health care, dental, vision, life insurance, 401(k) plan, education assistance, paid time off, holidays, and any other paid leave required by law.

Belcan is an equal‑opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status, or any other characteristic protected by federal, state, or local laws.