Job Classification: Help Desk Analyst 3 IT Service Desk Analyst (0365/Identity Management)- Tier I/II
NFP Rate: $34.68
Manager notes- Please do not submit candidates that do not have experience with Office 365, Active Directory, Exchange and experience with Powershell writing and editing existing scripts as outlined in the job description. (this is for another opening from 54559)
Will close to submissions on: Monday 10/29 @ 10AM
Interview Process: on-site interviews
Agency: DAS SOCC 1320 Arthur E Adams Drive 43221
Supplier List: MBE
Job Description:
The (O365/ID management- IT Service Desk Analyst) will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role related to exchange and Identity management administration
Responsibilities:
• Act as a single point of triage/contact for phone calls and emails from incoming service now tickets regarding IT issues
• Participate in ticket prioritization, assignment, escalation, tracking, reporting and management of time and resources.
• Receiving, logging and managing calls from internal staff via telephone and email
• Maintaining an Asset Database or track changes via Service Now
• 1st and 2nd line support - troubleshooting of IT related problems from in-house software to
• hardware, such as Email administration (0365 and Identity Management)…troubleshooting may involve powershell skillsets
• Troubleshoot basic email, licensing, identity management issues
• Escalate unresolved calls to the infrastructure support team Tier III
• Log all correspondence in the Service Now
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Document resolutions and place in knowledge base (Service Now)
• To maintain a high degree of customer service for all support queries and adhere to all
• service management principles
• Provide basic in-house training in MS Office applications used within the Association (Word,
• Excel, Outlook, PowerPoint) regarding Office 365 products to our agency customers
• Provide stats for the weekly Service Desk report on call trends
• Review you service now queues appropriate and ensure tickets are assignment appropriately
• Ensure ticket assignments and completions are met with in the appropriate SLA’s of OIT standards
• Publishing support documentation to assist staff with requests for information & provide
• staff training if required
Mandatory Requirements/Time:
2-3 years previous IT Service Desk and/or Call Centre experience required in the following areas.
• Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• Office 365 admin console experience
• PowerShell experience creating scripts, etc.
• MS exchange administration and migration experience
• Incident Management experience – Managing incidents including business expectations and
• communication
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and
• Office 2007
• Experience with using and troubleshooting Outlook 2007 within a network environment
• (permissions, calendar sharing, delegation)
• Self-motivated achiever who gains satisfaction from providing excellent customer service
Desired Skills/Time:
• An ITIL qualification is preferable but not essential
