Direct client- ServiceDesk Analyst, Columbus, OH - 100% Onsite -
Directly support approximately 100 users consisting of the agency’s director, assistant directors, executive and administrative staff at the Central Office location.
Receive telephone calls and e-mails from users in multiple locations throughout the state having software or hardware problems to ascertain the nature of problem, determine whether problem is caused by hardware such as a printer, cables, telephone, or network connectivity, and log in the Service Now incident management system.
Assist users through problem solving steps or escalate problems in accordance with defined procedures.
Troubleshoot software and hardware issues and use various resources to research problems and their solutions.
Receive and asset-tag new hardware/equipment, image new/existing laptops and workstations, and apply upgrades and security updates.
Assist in coordination of changes, upgrades, and new products, ensuring systems will operate correctly in current and future environments.
Write or revise training manuals and procedures.
Train users on software and hardware on-site or virtually.
Ability to work in a team environment.
Possess strong written and spoken communication skills.