Service Desk Analyst

4 months ago

Columbus, United States Vaco 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.

Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .

Vaco also wants all applicants to know their rights that workplace discrimination is illegal.

By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco LLC and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco") respects your privacy and are committed to providing transparent notice of our policies.

  • California residents may access Vaco's HR Notice at Collection for California Applicants and Employees here.
  • Virginia residents may access our state specific policies here.
  • Residents of all other states may access our policies here.
  • Canadian residents may access our policies in English here and in French here.
  • Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:

  • the individual's skill sets, experience and training;
  • licensure and certification requirements;
  • office location and other geographic considerations;
  • other business and organizational needs.

With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.

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