Position Title: Service Desk 2/SD2
NFP Rate: 24.12
Will Close to submissions on: Monday 11/4 @ 10AM
Interviews: On-sit
Work Location 1320 Arthur E Adams Drive Columbus 43221
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.
• Have the ability to train and lead other team members and new team members on technical procedures and development
• Report Incident Management to the Management Team and escalate any discerning technical issues
• 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.
• 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.
• 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)
• 3 + Years of Experience Call Center Support
• 1+ Year of experience in Help Desk technical Support
• Previous experience in training new associates or leading in a call center environment
• 4-year college degree or equivalent technical study preferred; may accept equivalent work experience.
• Excel Skills
Desired Skills/Time:
• Experience with ServiceNow, Salesforce or similar ticketing system.
