IT Help Desk Agent

  • Cincinnati, OH
  • Full-time

Company Description

nscglobal provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications. nscglobal is a US Cisco Global Gold Certified Partner with a corporate headquarters in London, UK and a US headquarters in New York, NY. Please review our website at for more information on our organization.


Job Description

  • Recording and processing incidents and service requests according to process specifications.
  • Communicating with users to understand issues and known solutions.
  • Closing and documenting incidents according to process specifications.
  • Forwarding incidents which cannot be resolved by the IT Service Desk to the specialist groups in the downstream support in line with the process specifications.
  • Initiating escalations via designated management according to process specifications.


  • Experience of customer service ideally gained in a customer facing environment
  • English proficiency in both verbal & written form
  • Flexibility to work shifts
  • Must be culturally sensitive; appreciate cultural differences

Additional Information

JOB TYPE:       Direct Hire with nscglobal


LOCATION:      Mason, OH

PAY RATE:       $12 per hour plus shift differential (if appropriate) & benefits


  • Windows Client (currently: Windows XP, 7 and 8), Microsoft Office, Microsoft Outlook
  • Internet Explorer
  • Basic knowledge of the Windows Active Directory and domain concept
    • Basic knowledge of PC hardware and mobile devices (e.g., PDA, MDA, Apple/Android products)
    • Network knowledge (TCP/IP)
    • SAP basics
    • Password resets and basic navigation knowledge
    • Fixed network telephones, cell phones, VoIP telephones
    • ITIL v3 a plus but not mandatory