Position : Service Desk Analyst II

　　Location : Cincinnati, OH

　　Job Purpose

　　This position is responsible for customer service and technical support for all business products supported out of the operations center. This operational position requires the analyst to speak directly to internal and external customers about a wide variety of technical issues/requests. Responsibilities will include providing the necessary support in order to address the customer's issues and/or requests in a manner that meets or exceeds agreed upon Service Level Agreements (SLAs) within operations. In addition, the analyst will be a process escalation point for Tier 0 resources.

　　Essential Functions

　　Serve as troubleshooting contact for internal/external customer on incidents, requests, and inquiries for all Business Products (35%)

　　Log and document detailed ticket activity until a resolution is complete and the ticket is closed with the customer (20%)

　　Collaborate with other analysts to determine resolutions for customer incidents and requests (20%)

　　Suggest knowledge base updates for solutions that may be repeatable so that others can leverage against future incidents/requests (5%)

　　Make outbound calls to internal/external customers as part of the Incident Management lifecycle (15%)

　　Other duties as assigned (5%)

　　Education

　　High School diploma requiredCertifications, Accreditations, Licenses

　　ITIL Foundations Certification preferred

　　Vocational/Technical/Business School (6-8 Months specialized training) preferred

　　Net+, CCENT preferred

　　CCNA desired

　　Experience

　　Two years of experience in a Service Desk or technical support environment

　　Special Knowledge, Skills, and Abilities

　　Excellent written and oral communication skills

　　Excellent customer service and conflict resolution skills

　　Solid understanding of Information Technology and computing systems

　　Solid networking fundamentals

　　Familiar with Microsoft applications such as Windows operating system, Office applications, Outlook, and SharePoint

　　Familiar with ServiceNow Incident Management System

　　Demonstrated a desire for self-directed education regarding IP, Networking, and VOIP technologies

　　Ability to help others while meeting individual performance goals

　　Ability to work hybrid remote and in office

　　Ability to be On Call occasionally during after hours/Sunday

　　Familiar with utilizing knowledge base

　　Altafiber :

　　We were made aware of an employment scam in which a third-party is creating false communications under the altafiber name. We want to reiterate that altafiber never seeks payment from job applicants and only reaches out from @altafiber.com email addresses. We are encouraging applicants to apply through our website at altafiber Careers for added security.Altafiber has been connecting what matters for more than 150 years. We are a leading technology company that delivers integrated communications solutions to residential customers and end-to-end IT solutions to business customers across North America. Our 4,300 employees across the United States, Canada, India, and the United Kingdom help the world connect, and support the communities we serve through an extensive fiber network and cloud-based solutions. We are focused on building and maintaining a diverse team of employees who are committed to delivering an outstanding customer experience. We call the communities we serve home and giving back to these communities is an important part of our culture. Altafiber offers amazing Employee Volunteer Program, Employee Resource Groups, and organized corporate community service events that further strengthen our community relationships.

　　We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.