What are the responsibilities and job description for the Service Desk Analyst position at Kollasoft Inc.?
Job Title: Service Desk Analyst
Location: Columbus, OH
Duration: Long Term Position
Description:
This will be a second shift position, 3:00 PM to 11:00 PM, straight 8. Meaning they eat lunch while on duty at their workstation. Tuesday night through Saturday night.( End of work week is Saturday night @ 11:00 PM)
May be asked to work overtime to cover other Staff at times however probably very seldom will happen.
Provides call center, maintenance, and documentation support to information system users and/or IT specialists (e.g., enters meta-data into repositories, performs loading validation, executes unit or system test scripts, provides maintenance support for application software, develops, organizes, files, and maintains platform specific documentation).
Knowledge of: (1) computers & electronics;(2) oral & written communication tools & techniques; (3) customer support & personal service; (4) telecommunications (e.g., Microwave, wireless, fiberoptic); (5) IT security principles & methods; (6) Motorola MCC 7500 Radio Console; (7) MARCS tower sites safety practices (e.g., HVAC, door alarms, etc); (8) operating systems installation & configuration procedures; (9) network standards, protocols & procedures; (10) platform usage; (11) capabilities of network equipment including, routers, switches, bridges, & related hardware; (12) back-up & recovery techniques; (13) technical writing & documentation practices.
Skill for: (14) reading comprehension; (15) speaking; (16) service orientation; (17) installation; (18) troubleshooting; (19) critical thinking; (20) systems evaluation & operational / systems monitoring.
Ability to: (21) transport items up to 50 lbs; (22) operate help desk software (e.g., Service Now, Salesforce, & Remedy, Cisco Finesse, Jabber (for call center), IRIS, Powershell, Genesis, UEM, Grafana, MS Office 365 apps. (23) carry out instructions in written, oral or picture form; (24) understand manuals & verbal instructions technical in nature; (25) stay abreast of current technologies in area of IT assigned; (26) deal with problems involving several variables in familiar context