Help Desk Analyst

Wiserhunt Inc.

Columbus, OH, United States

2 months ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

3 years minimum

Working hours

Shift work

Job source

dice.com

Tech stack

Software Applications Cyber Security Information Systems Desktop Computing Monitoring of Systems Networking Hardware Jabber Microsoft Office Windows PowerShell Topdesk Salesforce.Com System Testing

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Job description

Provides call center, maintenance, and documentation support to information system users and/or IT specialists (e.g., enters meta-data into repositories, performs loading validation, executes unit or system test scripts, provides maintenance support for application software, develops, organizes, files, and maintains platform specific documentation).

Requirements

Knowledge of: (1) computers & electronics;(2) oral & written communication tools & techniques; (3) customer support & personal service; (4) telecommunications (e.g., Microwave, wireless, fiberoptic); (5) IT security principles & methods; (6) Motorola MCC 7500 Radio Console; (7) MARCS tower sites safety practices (e.g., HVAC, door alarms, etc); (8) operating systems installation & configuration procedures; (9) network standards, protocols & procedures; (10) platform usage; (11) capabilities of network equipment including, routers, switches, bridges, & related hardware; (12) back-up & recovery techniques; (13) technical writing & documentation practices.

Skill for: (14) reading comprehension; (15) speaking; (16) service orientation; (17) installation; (18) troubleshooting; (19) critical thinking; (20) systems evaluation & operational / systems monitoring.

Ability to: (21) transport items up to 50 lbs; (22) operate help desk software (e.g., Service Now, Salesforce, & Remedy, Cisco Finesse, Jabber (for call center), IRIS, Powershell, Genesis, UEM, Grafana, MS Office 365 apps. (23) carry out instructions in written, oral or picture form; (24) understand manuals & verbal instructions technical in nature; (25) stay abreast of current technologies in area of IT assigned; (26) deal with problems involving several variables in familiar context

Skills

Required / Desired

Years of Experience required

Candidate experience

Experience in Help Desk Software (e.g., Service Now & Remedy, IRIS, Powershell, Genesis, UEM, Grafana)

Required

5 Years

Capable of High Level Documentation and Attention to Detail in Service Now / Ticketing solution.

Required

3 Years

Service orientation; Installation; Troubleshooting; Critical thinking; Systems Evaluation & Operational / Systems Monitoring.