Position Details:
Job Title: Service Desk Analyst
Location: Columbus, OH 43221
Duration: 4+ months (Strong possibility for an extension)
Notes from Supervisor:
· Communication Skills are extremely important with these roles.
· Resources will assist customers on the phone using various scripts prepared by Supervisors.
· A + Certification, Bachelors in Technology or 2-3 years of experience is preferred.
· Ticketing System being utilized is Service Now, experience with Service Now is also preferred.
Requirement 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.
· 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.
· Test software and hardware for troubleshooting and problem resolution.
· Provide service and preventive maintenance activities on element exchange/baseline products (products with element exchange service and traditional maintenance philosophies; i.e., terminals, printers, personal computers, etc.).
· Able to diagnose and detect correct equipment errors and repair products by replacing worn or broken parts, and making technical adjustments.
· Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
· Assist in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.
· 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.
· Manage and report time spent on all work activities.
· Follow quality standards.
· Ability to work in a team environment
· Complete assigned tasks.
· Strong communication skills; both written and spoken
Mandatory Requirements (resource must have 1 or more of the following):
· A+ certification
· 3 + Years of Experience in Help Desk technical Support and Call Center Support
· 4 year college degree or equivalent technical study; may accept equivalent education and experience combined.
Desired Skills/Time:
· Test software and hardware to evaluate ease of use and whether product will aid user in performing work.
· Write or revise training manuals and procedures.
· Develop training materials, such as exercises and visual displays.
· Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training.
· Write software and hardware evaluation and recommendation for management review.
· Implement shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
All your information will be kept confidential according to EEO guidelines.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
vTech can help you avoid the daunting task of writing and posting job offers, shifting through resumes and laboring through the lengthy interview process. Our Staffing solutions will allow you to elude those tasks and place topnotch, high-caliber professionals in the position you need to fill. We use our expertise, knowledge, and global resources to deliver top-quality candidates and tailor our IT and Non-IT recruitment services to your needs. This allows us to deliver the required results in a timely manner that meets your schedule at a substantially reduced cost. We pride ourselves for having one of the fastest growth rate and also the lowest turnover rates in the industry just 2.5 percent annually . We focus on the training and retaining qualified professionals with high personal and work ethics. With the help of our extensive database of internal candidates and CATS applicants tracking system, we can provide quality resources within the limited time frame. We have also successfully placed hundreds of candidates in the areas related to Information Technology, Engineering, professional, Scientific & Clinical, etc. for both our commercial and government clients. Source: A recruiter sources candidates from various sources; the search starts from our proprietary database. Using advanced sourcing methods like social media, professional networking media, internal, and 3rd party job boards, we identify qualified candidates. Validate: A recruiter validates the candidates’ experience and skill sets against our client’s position. Initial Screening: Based on the position and the client’s work culture, the recruiter uses initial screening questions to determine the most suitable candidates. Submit: the recruiter will submit to the technical team qualified candidates who have passed the initial screening. Technical Screening: The technical team then prepares a matrix of the particular requirements and required experience for the position and using a list of questions and the results, re-validates the candidates’ technical skills. Background Check: Administrative personnel will provide a detailed background check, as required, per client agreement. On board: On successfully completing the above steps, the candidates are welcomed on board and assisted to ensure a smooth integration at the client’s location.