Job Description :
Client: State of OH - Columbus, OH - IT - DAS - Help Desk Analyst 3/HDA3 - 48150

Rate: $20-28/hr on W2

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
             

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