Agency Dept of Admin Services
Work Location Rhodes Tower 30 E Broad St. Columbus Ohio
Job Classification Help Desk Analyst 3 HDA3
Not to Exceed Rate Help Desk Analyst 3 $46.86
Submission Instruction: The Manager has requested that all submissions include a write up from the candidate.
Please include the 2 questions listed and the candidate’s answer at the top of the resume. These examples do not need to be real examples but should be taken as role play type of questions. Submissions without this information will not be considered.
1. Example email response to a customer inquiry
2. Example of a status report that they have submitted to a supervisor in the past
Interview Process: First round Video 2nd Round in person
Will close to Submissions on 7/2/18 at 10:00 am
Short Description on what they will be working on, objectives, and tasks/deliverables
• Provide first- and second-contact solution-specific technical assistance and support for incoming queries related to the Ohio Business Gateway;
• Monitors and reacts to changes in recurring production processes;
• Follow and track-to-closure individual queries from users of the Ohio Business Gateway;
• Escalate recurring issues;
• Identify patterns of inconsistent or inefficient user experience;
• Create, or participate in the creation of knowledge articles;
• Ensure appropriate documentation, recording, and closure of any incidents;
• Guide users of the Ohio Business Gateway through problem solving processes;
• Update necessary data and produce appropriate activity reports.
Submission Instruction: The Manager has requested that all submissions include a write up from the candidate.
Please include the 2 questions listed and the candidate’s answer at the top of the resume. These examples do not need to be real examples but should be taken as role play type of questions. Submissions without this information will not be considered.
1. Example email response to a customer inquiry
2. Example of a status report that they have submitted to a supervisor in the past
Need Mandatory Requirements/Time
At a minimum, any candidate for this position must be able to demonstrate 5 Plus Years in the following areas
• Proven working experience in providing Help Desk support;
• Customer-first orientation;
• Working knowledge of Help Desk tracking software and standard office-suite tools;
• Ability to manage time effectively.
Desired Requirements/Time
• Experience with ServiceNow;
• Experience with ITIL;
• Help Desk experience with a Financial or Tax Services organization;
• Experience with a governmental organization;
