Service Desk

Role: Service Desk

Location: Columbus, OH

Work from Home 100% Remote Vendor / Candidate must be able to provide laptop/computer, USB headset, and a consistent internet connection for the work

Years of Relevant Experience:

3 + Years of Experience in Call Center Support

1 Year of experience in Help Desk technical Support

Preferred Education: 4-year college degree or equivalent technical study preferred; may accept equivalent work experience.

Job Description:

• Receive telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.

• Have the ability to train and lead other team members and new team members on technical procedures and development

• Report Incident Management to the Management Team and escalate any discerning technical issues

• Ascertain the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, and log in tracking system.

• Escalate problems in accordance with defined procedures.

• Assist users through problem solving steps.

• Use technical databases to research problems and talk with co-workers to research problem and find solution.

• Provide accurate and complete answers to general use and administrative environment questions in a timely manner.

• Support shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.

• Communicate accurate and useful status updates.

• Follow quality standards.

• Ability to work in a team environment.

• Complete assigned tasks.

• Strong communication skills; both written and spoken.

Mandatory skills

• Microsoft O365, ability to type 40+ WPM, excellent time management

• Previous experience in training new associates or leading in a call center environment

Certifications or Desired skills if any Experience with ServiceNow, Salesforce or similar ticketing system.

Thanks and Regards,

Santosh Yambari

Sr. IT Recruiter

Office x1009

1103 Schrock Road, Suite 102

Columbus, OH 43229

MBE & SBA 8(a) Certified

Direct

Fax

Current Openings

Candidates and Vendors

For H1b visa and EAD (GC or OPT), we will need a copy of visa, DL, passport and I-94 on day of joining. Please do NOT submit for position if you or your candidate are not willing to share these items by joining date, as we will match copies of visa information and DL submitted with originals in person.