50926: Columbus, OH – IT – Data Center – Help Desk Analyst 1/HDA1

Job Title: Help Desk Analyst

Will close to submissions: Tuesday 1/16/18 at 10:00am EST
Interviews: Onsite interviews required.



Title: Sr. Desktop Specialist Contractor 

Estimated Length of Assignment: 3 Months (with possible extensions)     *Assignment may end at any time.


Franklin County Data Center is seeking a seasoned Sr. Desktop Specialist Contractor possessing 3-5 years of experience with trouble shooting hardware, installing and supporting software and providing telephonic support. Professionalism, proven customer service and exceptional communication is required.  ITIL and A+ certifications are preferred. This assignment is an onsite 40-hour/week assignment with a set schedule (likely M-F 8a-5p).

Job Responsibilities:

  • Respond to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
  • Inspect personal computer equipment and prepares computer for delivery per requested configuration.
  • Install or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises when needed.
  • Load specified software packages, as required.
  • Enter commands and observes system functions to verify correct system operation.
  • Provide instructions to customers on equipment, software and manuals.
  • Recommend or performs minor remedial actions in the course of performing other work.
  • Coordinate activities with Service Desk, Network Services, Server Team, or other information systems groups.
  • Provide timely and effective status updates in the ticket tracking system, to managers, to customers and others.
  • Refer major hardware repair and purchases to procurement.
  • Keep and protects Data Center equipment, software and other information technology resources in good repair.
  • Adhere to service level performance objectives for all agencies.
  • Maintain knowledge of new and changing technology.
  • Establish help desk system for task management and tracking, and selects appropriate database and workflow tools.
  • Solve, or assist help desk representatives in solving, non-routine or complex software, hardware, and procedure problems.
  • Confer with staff, computer users, supervisors, and managers to determine requirements for new or modified software and hardware.
  • Create documentation on best practices for technical support as well as resolving commonly known technical issues.
  • Coordinate installation of hardware and software, and implementation of procedure changes.

Minimum Qualifications and Experience:

  • 3-5 years of experience with trouble shooting hardware, installing and supporting software and providing telephonic support.
  • ITIL and A+ certifications are preferred.
  • Advanced customer service skills including conscientiousness and commitment to exceeding customer expectations.
  • Proven ability to multi-task, balance priorities and meet deliverables.
  • Agility –willing to travel and troubleshot to partner agencies throughout Franklin County.
  • Excellent written and verbal communication skills.
  • Exceptional troubleshooting skills and attention to detail.
  • Strong organizational and time management skills.
  • Self-motivated and reliable.
  • Must be able to work effectively independently, or as a member of a team

The Screening Process:

  • At least one onsite technical screening with FCDC IT Solutions Lead, Jay Alessi. This may include a technical assessment.



Comments are closed.