Role: Service Desk Plus Location: Columbus, OH Please share resumes to pgo AT THE RATE OF Comtechglobal DOT COM State Client will do Criminal Background Verifications Do You Agree? Question 1 Have you confirmed that the responses to the skills above are accurate and reflect the actual experience the candidate possesses? Complete Description: PS3 maintains and upgrades core infrastructure technologies and systems to ensure that systems do not fail. Ensures the proper operation of core infrastructure via highly trained and skilled system administration Responsibilities: • Primarily provides support for ServiceDesk Plus system, configures request and service catalog, workflows, asset management, upgrades, develops, onboards staff, departments, and processes. • Identify, repair, and/or resolving Service Desk Plus configuration and system issues providing timely resolution and effective solutions of support issues while following enterprise standards. • Collaborate with IT teams and key business partners to troubleshoot complex systems issues and provide solutions, as appropriate. • See and present 'the big picture' and offer solutions to make it better to both fellow engineers and business facing customers. • Provide consultation and technical advice on Service Desk Plus planning, engineering, and architecture for systems by assessing the implications of IT strategies .• Provide recommendations and input on options, risks, costs, and benefits for Service Desk Plus system design. • Evaluate existing systems making recommendations on resources required to maintain service levels. • Evaluate new service options in Service Desk Plus, identify issues and impacts, and provide recommendations on feasibility and ROI. • Collaborate with architects and software engineers to ensure functional specifications are converted into flexible, scalable, and sustainable design in Service Desk Plus. • Proactively monitor the Service Desk Plus system. • Make recommendations for strategic changes in Service Desk Plus configurations to improve technical configuration, data integrity and security, and/or to deliver improved applications utility to the end users. • Evaluate requirements to provide appropriate technical specifications and solutions. Create, test and maintain solutions for the technology needs of the enterprise. • Build strong relationships with the Service Desk, the Infrastructure team, and other IT teams. • Optimize existing solutions in Service Desk Plus and provide improvement feedback to IT teams. Design and develop new configurations and smart alerts. Perform system reviews, evaluate implementations, and provide feedback about potential improvements • Provide technical mentoring and knowledge sharing to team members. • Define and evangelize system optimizations and best practices to improve reliability and performance of Service Desk Plus. Develop automation, processes, and tools designed to make responding to and resolving incidents simpler and more robust. • Formalize documentation (policies, procedures, diagrams, engineering specifications) to ensure business continuity and smooth operations as well as preparing professional engagement documentation (statements of work, project plan cost benefit analysis, recommendations) • Identify and proactively seeking opportunities to implement process improvements, documents technical diagrams and procedures. Qualifications: • Education & Experience o Four-year college degree in Information Systems/Technology, Computer Science, Computer Engineering, or a related field or equivalent and demonstrated experience in Service Desk Plus. o Progressive IT experience in areas of service desk software and processes. Experience in service desk or end-user support desirable. o Experience setting up ManageEngine ServiceDesk Plus, configuring request and service catalog, workflows, and asset management o Ability to create, document and explain operation trade-offs of various designs o Ability to build a complex process maps and translate to executive summary o Experience working with multiple vendors\clients simultaneously to coordinate projects o Familiarity with MS Visio (or equivalent) • Soft skills o Curiosity, self-motivation and willingness to learn o Ability to work independently and with teams o Willingness to mentor less experienced staff o Ability to contribute meaningful ideas, advice and best practices when problem solving o Critical thinking, problem solving skills and ability to make sound judgment based on facts available o Task\goal oriented- ability to parse through extraneous information o Customer service oriented o Strong communication skills and a motivation to partner with internal teams to achieve results. o Service desk experience desirable.