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OUR GOAL: 
Treat our consultants and clients the way we would like others to treat us!
 
Interested in joining our team? Check out the opportunity below and apply today!
  
Our Columbus, Ohio client has a contract-to-hire opportunity for a Workplace Service Desk Engineer who will serve as a frontline Incident support team, which also fulfils technology-related service requests for the organization. As part of a small team, you will be responsible for the prompt triage of all requests and incidents that come in by phone, email, ticketing system, or walk-up.

Tasks and Responsibilities
You will cover our phone queue during your shift, providing L1 support while working on side projects or other tasks between calls. 
You will be responsible for writing knowledge articles and maintaining an elevated level of customer satisfaction while adhering to ITIL concepts in handling your tickets. 
You may also respond to chat requests from end-users and resolve desk-side support incidents.
You will provide frontline support for Citrix VDI, and use Ivanti Neurons to build workflows to automate intake and fulfillment processes as we look forward to implementing AI technologies to reduce complexity. 
As part of the team, you will support over 1,800 users, mostly using Windows devices, and you will take calls and requests from all around the world. We are moving many applications to AWS and Azure, while still supporting over 200 local applications, including some hosted on-premises.  
 
Required Qualifications:
Must be local to Columbus, Ohio. This is a hybrid role and requires on-site training. After training, Monday and Thursday are remote.
Two years of enterprise IT support experience, or a passion for technology as shown by a combination of certifications or schooling. 
Demonstratable ability in resolving problems with device peripherals, such as printers, monitors, and docking stations; reviewing Windows OS error logs and troubleshooting device driver issues. 
Must maintain a positive customer-focused demeanor while interacting with users. 
Experience using PXE boot to image computers is a plus.
Should understand basic AI Bot Prompting.
Be able to independently research answers to questions.
Good communication skills, both verbal and in written form.
You must be able to think logically and troubleshoot using established processes, write knowledge articles, and use situational awareness to judge priority and jump in to help your team.
 
Preferred Knowledge
Certifications or Training in: A+, Microsoft Teams, MacOS, SharePoint Online, CyberArk MDM, Ivanti Service Management (Neurons), ITIL foundations, AWS Workspaces, Citrix VDI.