Title: Help Desk Analyst
Location: Columbus, Ohio
Duration: Long Term
Description:
- HDA1 to help IT Automate and implement new technology to assist with keeping the desktop environment current and running optimally.
This position will function as a highly skilled HDA with specific responsibilities that include:
- Understanding of Desktop Support and Software Licensing Services.
- Ability to image machines and install complicated software.
- Uses creativity and innovation to automate and streamline processes and procedures.
- Understands customer support, likes to work with people and can ensure that the customer is satisfied.
- Ability to troubleshoot in a high level systematic way. Ability to identify issues, research cause, and remediate.
- Experienced in building, setup and removal of desktop equipment (PCs, laptops, phones, peripherals, software, etc.)
- Troubleshoots basic network, software, printing and/or installation problems
- Supports staff hardware moves for facility reorganization.
- Experience with ServiceNow and Knowledge Base preferable.
- Consultant must be available to work a standard 8 hour shift between the hours of 7AM and 5PM. (Expect regular changes to either the earlier or later shift).
- Consultant must be punctual and reliable: arriving at work on time is essential and required as this is a Customer Service Environment.
Experience:
- Strong communication/leadership skills.
- Strong influence, collaboration, and negotiation experience.
- Ability to collaborate with supporting resources across business and/or functional lines.
- Have excellent oral and written skills/possess strong meeting and work session facilitation skills.
- Act as the escalation point for high priority support issues.
- Ability to interpret end user license agreements.
- Could work independently and as part of a team, the ability to manage time and resources to meet assigned deadlines (Service Now Tickets).
- Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements.
- Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills.
- Must be knowledgeable in the English language/speak clearly and understandably use the English language.
- Ability to understand and follow processes established for the Service Desk.
Required Skills:
- 2 Years IT experience.
- 2 Years Troubleshooting experience.
- 2 Years experience documenting procedures.
Desired Skills:
- Experience using ServiceNow is required.
- Retail customer service experience is desired.
- Service Desk experience is required.
Sincerely,
Kishore Kallem
Accounts Manager
Direct: 619-919-0103 | Fax: 866-608-6686
Email: kishore.k@stiorg.com | Web: www.stiorg.com
100 Overlook Center, Suite 200
Princeton, NJ 08540.
