Cygnus Professionals Inc.,
Somerset, NJ
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Job Description :
Job Title: Help Desk Analyst
Location: Columbus, OH
Duration: 10 Months
Position Type: Contract
Interview: Phone and the F2F

Required Skills:
2-3 years previous IT Service Desk and/or Call Centre experience required in the following areas.
Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
Office 365 admin console experience
PowerShell experience creating scripts, etc.
MS exchange administration and migration experience
Incident Management experience – Managing incidents including business expectations and
communication
Basic User & Security Group Active Directory administration
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and
Office 2007
Experience with using and troubleshooting Outlook 2007 within a network environment
(permissions, calendar sharing, delegation)
Self-motivated achiever who gains satisfaction from providing excellent customer service

Desired Skills:
An ITIL qualification is preferable but not essential

Job Description:
Please do not submit candidates previously submitted to this role formally posting ID 46941

Manager notes- Please do not submit candidates that do not have experience with Office 365, Active Directory, Exchange and experience with Powershell writing and editing existing scripts as outlined in the job description.

Local candidates ONLY PLEASE

The (O365/ID management- IT Service Desk Analyst) will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role related to exchange and Identity management administration
Act as a single point of triage/contact for phone calls and emails from incoming service now tickets regarding IT issues
Participate in ticket prioritization, assignment, escalation, tracking, reporting and management of time and resources.
Receiving, logging and managing calls from internal staff via telephone and email
Maintaining an Asset Database or track changes via Service Now
1st and 2nd line support - troubleshooting of IT related problems from in-house software to
hardware, such as Email administration (0365 and Identity Management)…troubleshooting may involve powershell skillsets
Troubleshoot basic email, licensing, identity management issues
Escalate unresolved calls to the infrastructure support team Tier III
Log all correspondence in the Service Now
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
Document resolutions and place in knowledge base (Service Now)
To maintain a high degree of customer service for all support queries and adhere to all
service management principles
Provide basic in-house training in MS Office applications used within the Association (Word,
Excel, Outlook, PowerPoint) regarding Office 365 products to our agency customers
Provide stats for the weekly Service Desk report on call trends
Review you service now queues appropriate and ensure tickets are assignment appropriately
Ensure ticket assignments and completions are met with in the appropriate SLA’s of OIT standards
Publishing support documentation to assist staff with requests for information & provide
staff training if required


Client : State of OH
             

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