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Service Desk Analyst

5 months ago

Columbus, United States Virtual Full time

??????Location: Columbus, OH - Hybrid
Job type: Contract-to-hire
Pay rate: $20-25/hr

Must be legally eligible to work in the US without sponsorship.

Job Responsibilities
We are seeking a candidate who is highly technical and able to think creatively with a vast technical background in resolving issues on the spot. The ideal candidate possesses the ability to multitask and clearly communicate technical information to people with varying levels of technical ability, with a friendly demeanor.
 
Here are some core responsibilities and requirements of this position:

  1. Experience troubleshooting issues in an Enterprise Windows and/or Mac environment – Able to resolve at least 60% of assigned incidents at first contact.
  2. Experience fulfilling service requests, such as installing unpackaged software, installing peripherals or drivers, tracking inventory and on occasion, performing computer refreshes for Windows and Mac devices.
  3. Commitment to following all ticketing guidelines and adhering to SLO’s and exceeding 95% positive customer satisfaction surveys.
  4. Installing MDM and troubleshooting mobile devices problems (iOS and Android)
  5. Troubleshooting issues with Teams, Zoom, or Webex.
  6. Fluent typing ability and able to conversate via chat with proper grammar and etiquette.
  7. Communicate effectively with staff by phone and be able to produce written communications (emails/chat) in a prompt and professional manner.
  8. Other duties as assigned.

Job Qualifications
  1. College Degree and 2 years of direct experience working for an Enterprise Service Desk. Certifications accepted in lieu of experience/education include: HDI, A+, Microsoft Technologies (Windows 11, M365, SharePoint Online permission management), Apple Technologies (Jamf), ITIL Foundations.
  2. Able to work with general instruction, oversee projects and/or mentor junior staff on policies and procedures.
  3. Ability to de-escalate difficult situations and effectively collaborate with senior staff and junior staff.