Location: Columbus,OH, USA
Classification Title Service Desk Technician Division Innovation & Technology Department Technology Services GENERAL SUMMARY Provides first level technical support, works to resolve technical support issues in a prompt and professional manner. Performs system installs, repairs, as well as provides computer information responses over email, phone, and in person as needed. Completes equipment setup, handles account renewal or termination, revises support procedures, and suggests changes as needed. ESSENTIAL DUTIES & RESPONSIBILITIES The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description. • Undertake maintenance of computer hardware, software, and other equipment at regular intervals. • Install, assess, troubleshoot, maintain, and upgrade computers • Test and assess issues related to computer software and hardware, including operating systems. • Performs unattended/silent installs of Windows operating systems and business partner required applications. • Conducts remote or in-person set-ups, desktop administration, and/or troubleshooting of incidents and coordinates incident resolutions between business partners, tenants, and external vendors. • Performs inventory management and control. • Performs onboarding/offboarding of employees and contractors. Assists with Orientation. • Assists on projects as needed. • Follows policies on installations, application distributions, and change management. • Document user requests and update user tickets with the status of the issues. • Develops and improves industry best practices and standards for deploying enterprise desktop technologies. • Create support documentation to assist users with troubleshooting common issues. • Performs related work as required. QUALIFICATIONS Required Education and Experience • Associates Degree in Information Technology, Computer Science, or a related field preferred • Two (2) to five (5) years of experience with computer and software troubleshooting Preferred Licenses or Certifications • Microsoft Certified Solutions Associate or CompTIA A+ certifications preferred KNOWLEDGE, SKILLS AND ABILITIES: • Experience with Active Directory • Experience with OS administration, configuration, and management • Experience with hardware and software support • Experienced in providing technical support and assistance to end users for IT-related technology • Strong organizational skills necessary to complete work in an efficient and timely manner • Ability to work well under stress • Good analytical and problem-solving skills • Prepare and maintain documentation to communicate technical information • Ability to work on issues independently, yet work well within a team • Effectively speak, write, and understand the English language. Excellent verbal and written communication skills • Interpersonal skills necessary to develop and maintain effective and appropriate working relationships • Maintain the confidentiality of information and professional boundaries Onsite Columbus OH