49023: Columbus, OH – IT – SFC – Help Desk Analyst 2/HDA

Job Classification :  Help Desk Analyst 2 HDA2 – Help Desk/Trainer
Hours: Contract Length: 3 months with 1 month extensions up to a total of a 6 month assignment. If OFCC chooses to post this position for full time State of Ohio employment candidate may be able to apply, with no fees assessed at any time during the contract assignment.

Will Close to Submissions on 10/2 at 10:00 am

Interview Process: Candidates MUST be local and interview in person
Requirement Description:

Ohio Facilities Construction Commission is requesting a resource for a hybrid role combining help-desk and training experience. This resource will work within the ORACLE based OAKS system to create projects and users, maintain user accounts provide online and telephone support for the Vendor community as well School District and Agency project staff. In addition this resource will function in a training capacity creating instructional design documentation for users, vendors and staff.

This position will function as a highly skilled HDA with specific responsibilities that include:

• Understanding of Desktop Support and Software.
• Understanding of training software (eg..Captivate)
• Understands customer support, likes to work with people and can ensure that the customer is satisfied.
• Ability to troubleshoot in a high level systematic way. Ability to identify issues and research cause.
• Working knowledge of Excel spreadsheets, training development, e learning tools, service now tools and some COTS experience.

Interview:
During the interview process with OFCC staff, the resource consultant must demonstrate competence/experience in their specific area(s) of project assignment. The resource’s experience must also be documented for review and verification. Offered resources not showing technical or functional competence/experience will be sufficient reason to reject the Offeror’s proposal. It is the responsibility of the Offeror to pre-screen their candidates to ensure compliance.

• Strong communication/ leadership skills.
• Ability to document processes and procedures
• Ability to collaborate with supporting resources across business and/or functional lines.
• Have excellent oral and written skills/possess strong meeting and work session facilitation skills.
• Have the ability to work independently and as part of a team, the ability to manage time and resources to meet assigned deadlines.
• Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements.
• Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills.
• Must be knowledgeable in the English language/speak clearly and understandably use the English language.
Mandatory Requirements/Time:

• 2 plus years of work experience in an I.T. help-desk or desktop support role
• 1 year experience in training and training development
• Experience in creating instructional design for end users
• 1 year work experience using Service Now or similar order ticketing system.
• 1 year help desk experience troubleshooting issues via email and phone
• 2 plus years of experience with strong knowledge in excel
• Experience with e learning tools
• Experience with COTS software/tools
Desired Skills/Time:

• Experience with CBTS phone system to answer customer calls
• Adult Training knowledge

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