Job Classification: Service Desk 3 SOCC Support
Will Close to submissions on 12/27 at 10:00 am
Work Location 1320 Arthur E Adams Drive Columbus 43221
Notes From Supervisor:
Resources will work a rotating schedule and will need to be available 7 days a week from 8:00 am to 8:00 pm. resources will work 5 days a week 40 hours. Shifts will be assigned in training, however majority of work will be Mon-Fri 8:00 am to 5:00 pm.
*** Communication Skills are extremely important with these roles. Resources will assist customers on the phone using various scripts prepared by Supervisors. A + Certification, Bachelors in Technology or 2-3 years of experience is preferred. Ticketing System being utilized is Service Now, experience with Service Now is also preferred.
Requirement Description:
• Receive telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
• Ascertain the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, and log in tracking system.
• Escalate problems in accordance with defined procedures.
• Assist users through problem solving steps
• Use technical databases to research problems, and talk with co-workers to research problem and find solution.
• Test software and hardware for troubleshooting and problem resolution.
• Provide service and preventive maintenance activities on element exchange/baseline products (products with element exchange service and traditional maintenance philosophies; i.e., terminals, printers, personal computers, etc.).
• Able to diagnose and detect correct equipment errors and repair products by replacing worn or broken parts, and making technical adjustments.
• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
• Assist in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.
• Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
• Support shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
• Communicate accurate and useful status updates.
• Manage and report time spent on all work activities.
• Follow quality standards.
• Ability to work in a team environment
• Complete assigned tasks.
• Strong communication skills; both written and spoken
Mandatory Requirements:
resource must have 1 or more of the following:
• A+ certification
• 3 + Years of Experience in Help Desk technical Support and Call Center Support
• 4 year college degree or equivalent technical study; may accept equivalent education and experience combined.
• Reporting Skills with Service Now
• Strong Excel Skills
Desired Skills/Time:
• Test software and hardware to evaluate ease of use and whether product will aid user in performing work. Cognos is a bonus
• Write or revise training manuals and procedures.
• Develop training materials, such as exercises and visual displays.
• Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training.
• Write software and hardware evaluation and recommendation for management review.
• Implement shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
