Role: Service Desk Location: Columbus, OH Please share resumes to pgo AT THE RATE OF Comtechglobal DOT COM Years of Relevant Experience: More than 3 years A+ certification preferred. Preferred Education: 4-year college degree or equivalent technical study; may accept equivalent education and experience combined. • Assist disassembling approximately 100 user IT workstations (workstations, monitors, VOIP phones) and ITS equipment (build room, storeroom) • Assist assembling user equipment when it arrives at new location. • 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.