What are the responsibilities and job description for the Help Desk Analyst position at WiserHunt Inc.?
Title/Role: Service Desk
Work Location: Columbus, OH 43221
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)
JD:
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
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Skills |
Required / Desired |
Years of Experience required |
Candidate experience |
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Experience in Help Desk Software (e.g., Service Now & Remedy, IRIS, Powershell, Genesis, UEM, Grafana) |
Required |
5 Years |
|
|
Capable of High Level Documentation and Attention to Detail in Service Now / Ticketing solution. |
Required |
3 Years |
|
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Service orientation; Installation; Troubleshooting; Critical thinking; Systems Evaluation & Operational / Systems Monitoring. |
Required |
5 Years |
Salary : $19 - $20