Help Desk Supervisor jobs in Columbus, OH

Location: Harrisburg, PA

Position Type: 3 – 12 Month Contract

Position Terms: Prefer candidates local to the Harrisburg, PA Area.***

This team teleworks on every Friday.

Saturday work from 8 AM – 12 PM is scheduled for once a quarter and management will give at least two weeks’ notice beforehand

Help Desk Analyst – 1 year of field experience. 2-year associates degree or equivalent technical study.

here are two available Tier 1 positions.  The training cycle for these positions run 3-4 weeks.  This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets and application support. No Tier 2 work will be performed. This is an operational-type job and reliability, and communication are key components to making the department successful.

• Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
• Investigates and resolves computer software and hardware problems of users.
• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
• Talks with technical and non-technical co-workers to research problem and find solution.
• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
• Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
• Follow quality standards and displays strong customer service skills.

SKILLS:

1 years’ previous IT Service Desk and/or Call Center experience required Required 1

Experience with call tracking and ticketing software Required 1

Attentive to details and ability to be resourceful (using supplied documentation) Required 1

Ability to support users with limited knowledge of computers, software, hardware and systems Required 1

Above average communication skills and telephone manner. Required 1

Basic User & Security Group Active Directory administration Required 1

Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365 Required 1