service desk analyst.

job summary:
Looking for motivated IT professionals seeking opportunities for advancement with a Fortune 100 company that is looking to expand their service desk operations locally in the Columbus, Ohio area.

Required Skills -

Helpdesk

Service Desk

ServiceNow

Troubleshooting

IT

Experience working with Microsoft products and troubleshooting

Ticketing system experience (ServiceNow)

Good analytical and decision-making skills

Good verbal and written communication skills

 
location: Columbus, Ohio
job type: Contract
salary: $17 - 19 per hour
work hours: 8am to 5pm
education: Bachelors
 
responsibilities:
Job Duties - Provides technical support to diagnose, analyze, research, and resolve moderately complex computer incidents for internal and external customers. Responsible for recognizing, researching, isolating, resolving and documenting problems with information systems products and services.

Executes incident and change management processes for moderately complex PC, server, or mainframe applications and hardware.

Provides the preventative maintenance, troubleshooting, root cause analysis, and resolution for moderately complex technical incidents to ensure satisfaction.

Documents and routes moderately complex customer escalation's and recommend appropriate technical team or resource.

Consults with network services, desktop/systems engineering, and/or applications development to restore service and/or identify and correct core systems problems.

Provides ad hoc technical training to customers groups on company technologies, infrastructure, hardware, and software applications.

Performs all other duties as assigned.

Job Requirements - Undergraduate studies in computer science, management information systems or a related field is preferred.

JOB SUMMARY: Under moderate supervision, performs moderately complex tasks associated with IT Operations. Tasks include monitoring and operating a computer console and/or online terminals, provisioning and providing first and second tier technical support to end users on moderately complex issues regarding computer operations and networks, installations, setups, error messages, on-line transactions, system status, and downtime procedures, etc. Participates in problem/change management activities to minimize impact of service disruptions on end users.

Key Responsibilities:

Provides technical support to diagnose, analyze, research, and resolve moderately complex computer incidents for internal and external customers. Responsible for recognizing, researching, isolating, resolving and documenting problems with information systems products and services.

Performs work in adherence with IT Service Management best practices.

Supports delivery teams in their release activities.

Helps to ensure currency data in configuration management tools (i.e., Athena,

APRM, ServiceNow).

Administers simple to moderate security vulnerability remediation.

Watches end-to-end production business and flows, paying special attention to

completion of batch flows and those with financial impact to ensure data currency.

Installs simple to moderate software upgrades and configures changes, including

planning, scheduling, testing and coordination.

Supports test environments, including code moves, file creation, special batch run

creation, configurations changes, batch flow monitoring and online support, including

the refresh of test data if needed.

Proactively and reactively manages processing events to meet Nationwide's internal

and external commitments.

Delivers application functionality and services against defined Service Level

Agreements (SLAs) and Operating Level Agreements (OLA).

Maintains operational knowledge of platforms, technologies and applications.

Assists in the application or infrastructure production reporting/analysis and technical

support services.

Communicates routine status of issues/incidents (including business impact) by

partnering with Enterprise Command Center (ECC) to allow for immediate response

to service disruptions. Communicates root cause analysis and critical situation

findings to Technology leaders.

Executes incident and change management processes for moderately complex PC, server, or mainframe applications and hardware.

Provides the preventative maintenance, troubleshooting, root cause analysis, and resolution for moderately complex technical incidents to ensure satisfaction.

Documents and routes moderately complex customer escalation's and recommend appropriate technical team or resource.

Consults with network services, desktop/systems engineering, and/or applications development to restore service and/or identify and correct core systems problems.

Provides ad hoc technical training to customers groups on company technologies, infrastructure, hardware, and software applications.

Performs all other duties as assigned.

Education: Undergraduate studies in computer science management information systems, business administration, insurance or related field is preferred.

License/Certification/Designation: Certification in Microsoft or an equivalent designation is preferred.

Experience: Two years of experience in a related field. Customer service experience is preferred.

Knowledge-: Proven knowledge of mainframe, microcomputer and/or network technologies and applications. Must understand customer business and product environment. Must understand business systems, data processing, and customer service concepts and practices.

 
qualifications:
Skills: Must have good verbal and written communication skills to effectively interact with customers and all levels of personnel. Must be able to provide technical support to diagnose, analyze, research and resolve moderately complex computer problems while minimizing the impact of service interruptions. Must be able to analyze moderately complex error conditions and/or abnormal situations and report malfunctions to management. Must have the ability to utilize computer operation system software commands to troubleshoot and resolve moderately complex issues related to application and hardware/peripherals. Must have good analytical and decision-making skills.

#LI-KC1

 
skills: Skills: Must have good verbal and written communication skills to effectively interact with customers and all levels of personnel. Must be able to provide technical support to diagnose, analyze, research and resolve moderately complex computer problems while minimizing the impact of service interruptions. Must be able to analyze moderately complex error conditions and/or abnormal situations and report malfunctions to management. Must have the ability to utilize computer operation system software commands to troubleshoot and resolve moderately complex issues related to application and hardware/peripherals. Must have good analytical and decision-making skills.



Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

This posting is open for thirty (30) days.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.