Service Desk Support Analyst

Role: Service Desk 1

Location:  Columbus, OH

Work Mode: Onsite (second shift position, 3:00 PM to 11:00 PM,Tuesday night through Saturday night)

Employment Type: Contract

Interview Mode: Only Video

May be asked to work overtime to cover other Staff at times however probably very seldom will happen.

Provides call center, maintenance, and documentation support to information system users and/or IT specialists (e.g., enters meta-data into repositories, performs loading validation, executes unit or system test scripts, provides maintenance support for application software, develops, organizes, files, and maintains platform specific documentation).

Knowledge of: 

(1) Computers & electronics

(2) Oral & written communication tools & techniques

(3) Customer support & personal service

(4) Telecommunications (e.g., Microwave, wireless, fiberoptic)

(5) IT security principles & methods

(6) Motorola MCC 7500 Radio Console

(7) MARCS tower sites safety practices (e.g., HVAC, door alarms, etc)

(8) Operating systems installation & configuration procedures

(9) Network standards, protocols & procedures

(10) Platform usage

(11) Capabilities of network equipment including, routers, switches, bridges, & related hardware

(12) Back-up & recovery techniques

(13) Technical writing & documentation practices.

Skill for

(14) Reading comprehension

(15) Speaking

(16) Service orientation

(17) Installation

(18) Troubleshooting

(19) Critical thinking

(20) Systems evaluation & operational / systems monitoring.

Ability to: 

(21) transport items up to 50 lbs

(22) operate help desk software (e.g., Service Now, Salesforce, & Remedy, Cisco Finesse, Jabber (for call center), IRIS, Powershell, Genesis, UEM, Grafana, MS Office 365 apps

(23) carry out instructions in written, oral or picture form

(24) understand manuals & verbal instructions technical in nature

(25) stay abreast of current technologies in area of IT assigned

(26) deal with problems involving several variables in familiar context

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