Job Description :
Greetings from Halcyon IT Solutions

I’m trying to reach you regarding an urgent position of “Helpdesk Analyst” with one of our prestigious client. If you are available and meet the requirement please respond with your Updated Resume along with your Contact Information and Expected Rates.

Job Title: Helpdesk Analyst - 52115
Location: Columbus, Ohio
Duration: 3- 6 Months

Requirement Description:
HDA1 to help IT Automate and implement new technology to assist with keeping the desktop environment current and running optimally.
This position will function as a highly skilled HDA with specific responsibilities that include:
1. Understanding of Desktop Support and Software Licensing Services.
2. Uses creativity and innovation to automate and streamline processes and procedures.
3. Understands customer support, likes to work with people and can ensure that the customer is satisfied.
4. Ability to troubleshoot in a high level systematic way. Ability to identify issues and research cause.
5. Experienced in building, setup and removal of desktop equipment (PCs, laptops, imaging phones, peripherals, software, etc
6. Tracks and orders computer supplies (cables, power supplies, docking stations, etc
7. Troubleshoots basic network, software, printing and/or installation problems
8. Responsible for inventory of desktop equipment (new equipment, disbursement/assignments, quarterly reviews)
9. Supports staff hardware moves for facility reorganization.
10. Experience with ServiceNow and Knowledge Base preferable.
11. Consultant must be available to work a standard 8 hour shift between the hours of 7AM and 5PM. (Expect regular changes to either the earlier or later shift
12. Consultant must be punctual and reliable: arriving at work on time is essential and required as this is a Customer Service Environment.

Required Experience
1. Strong communication/leadership skills.
2. Strong influence, collaboration and negotiation experience.
3. Ability to collaborate with supporting resources across business and/or functional lines.
4. Have excellent oral and written skills/possess strong meeting and work session facilitation skills.
5. Act as the escalation point for high priority support issues.
6. Ability to interpret end user license agreements.
7. Have the ability to work independently and as part of a team, the ability to manage time and resources to meet assigned deadlines (Service Now Tickets
8. Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements.
9. Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills.
10. Must be knowledgeable in the English language/speak clearly and understandably use the English language.
11. Ability to understand and follow processes established for the Service Desk.

Mandatory Requirements/Time
1. 1 Year IT experience.
2. 1 Year Troubleshooting experience.
3. 1 Year experience documenting procedures.

Desired Skills/Time
1. Experience using Express Metrix is desired.
2. Retail customer service experience is desired.