Help Desk Analyst

Our client, a leading education innovation company, is hiring a Helpdesk Analyst on a contract basis.

Job ID: 83776

Work Location:

Columbus, OH

Summary:

• First point of contact for the users who call our IT Service Desk

• Answers incoming calls, self-service requests, emails, and chats

• Tracks all information in ticketing system

• Participates in knowledge management process to resolve tier 1 incidents and requests in a timely fashion and create new knowledge

• Escalates unresolved problem/issues/requests to the proper resolver group

• Troubleshoot basic end user issues on various software applications, hardware, network, and telecommunications systems and provide basic desktop support.

• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.

• Become familiar with Service Desk policies and processes.

• Become familiar with the Systems, Network, Core applications and each team in the IT Department.

• Other duties as assigned by the Service Desk Manager.

Desired Qualifications:

• 2+ years of experience in IT space, including 1+ years of experience in technical support/ helpdesk.

• Demonstrate a general knowledge of operating systems and application software to provide a high level support.

• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.

• Ability to utilize the applications for Microsoft Office for support, reporting and documentation.

• Excellent oral and written communication skills.

• Ability to provide technical support over the phone; excellent phone skills, professional demeanor.

• Excellent problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.

Required Qualifications:

2+ years of experience in IT space

1+ years of experience in technical support/ helpdesk

ServiceNow, AWS, Okta, Active Directory, Jamf at baseline

Troubleshoot basic end user issues

Friendly presence and helpful attitude

Good interpersonal skills

Ability to work well with others

Excellent oral and written communication skills

Communicate effectively with team members & peers

Pay Rate: $20- $23/hour W2