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Our Columbus, Ohio client has a contract opportunity for a Service Desk Analyst who will perform professional tasks to assist end users with company-provided computer hardware, software, and office peripherals. This role also provides technical support to staff on various hardware, including laptops, desktops, and tablets (Android and iOS), and resolves software-related issues. Additionally, responsible for maintaining and supporting audio/visual, video conferencing and tier 1 telephone (Teams & NICE) support.

• This position would be hybrid, working 3 days a week in the office and 2 days a week in the office.  During the first couple of weeks of training, it could be up to 5 days a week in the office.

Essential Functions:

• Operates the Service Desk, promptly addressing and resolving end-user system issues communicated through the Service Desk phone number or ticketing system.
• Effectively troubleshoots a range of hardware/software, peripheral (digital display devices, docking stations, etc.), and telephone concerns at the Service Desk. Executes installations of PC peripherals and phones as necessary.
• Formulates and upholds standard operating procedures (SOP) for maintaining and operating desktop systems, encompassing standard imaging, security protocols, and Virtual Desktop environments.
• Provides comprehensive training to new employees on the use of office equipment, including voicemail, telephones/softphones, and desktop systems.
• Manages and maintains printers on the print server.
• Creates, maintains, and troubleshoots mailbox problems, meeting rooms, distribution lists, and general performance tuning.
• Participates with the testing phase of new technical applications and upgrades.
• Works closely with the IT Asset Management (ITAM) Analyst to oversee IT equipment inventory and ensure appropriate disposal procedures for end-of-life equipment.
• Administers anti-virus updates and executes password resets in response to user requirements.
• Initiates and executes the endorsement and integration of innovative technical solutions.
• Handles comprehensive end-user system management and user administration across the entire
  organization utilizing Active Directory / AzureAD, and Intune.
• Participates with the deployment, management, and assistance for desktop, laptop, and tablets.
• Provide tier 1 support for telephony systems (Teams and NICE CXOne).
• Addresses incoming Incident and Service requests from end users in a prompt and efficient manner.
• Evaluates and deploys appropriate upgrades, patches, drivers, and related enhancements.
• Discovers and acquires proficiency in the diverse software and hardware employed and upheld by the organization.
• Ensures adherence to licensing requirements and meticulous documentation.
• Executes practical remedies, encompassing software/hardware installations and enhancements, execution of file backups, and configuration of systems and applications.
• Performs advanced diagnostic measures and remedies.
• Takes accountability for the comprehensive maintenance of a sophisticated network spanning multiple locations, catering to the needs of both local and remote users.
• Promotes an environment of transparency and teamwork among fellow service desk analysts.
• Strives to strengthen the partnership between the Service Desk, System Administrators, and other Information Technology team members.
• Participates in rotational on-call after hours support.

OTHER JOB FUNCTIONS:

• May be required to be available through a mobile device via voice and/or data during and outside of normal working hours, at the manager’s discretion, and must respond within a reasonable timeframe
• Performs other duties as assigned; and
• Regular, predictable and punctual attendance required.

MINIMUM EDUCATION AND EXPERIENCE REQUIRED:

• Requires a High School Diploma or GED, and a minimum of five (5) years of experience supporting various hardware such as laptop, desktop, and tablets (Android and iOS) and software; or an equivalent combination of education and experience in business or public administration.
• A+ certification desired.
• ITIL certification desired.
• Knowledge of PC and Macintosh hardware and software, including experience with setup, configuration, and installation.
• Knowledge of Active Directory, AzureAD, Windows and Macintosh – based desktop operating systems, Exchange, M365 Office Suite, InTune, SCCM, and imaging software to roll out new software releases
• Skills in verbal and written communication
• Skills in human relations and customer service
• Ability to diagnose, evaluate and resolve PC and Macintosh hardware and software problems
• Ability to interact effectively with all levels of staff
• Willingness to ask questions to management and other IT support staff during times in which the analyst is uncertain of how to resolve an incident.
• Solid knowledge of TCP/IP, DNS, DHCP and LAN.
• Knowledge of computer hardware, including tablets, desktops, laptops, VoIP Phones, and mobile devices.
• Experience with telephony systems such as Teams and NICE.
• Application support experience with Microsoft Office products
• Working knowledge of a range of diagnostic utilities
• Strong documentation skills
• Ability to conduct research into a wide range of computing issues as required
• Highly self-motivated and directed
• Ability to work in a team oriented environment
• Ability to effectively prioritize and execute tasks in a high-pressure environment; and
• Exceptional customer service orientation.