Immediate Need
Current Shift: WednesdaySaturday, 12:30pm11:00pm (4x10 schedule)
Onsite Requirements: Saturdays are onsite; 12 work-from-home days per week
Hybrid Model: Currently hybrid but may become more onsite over time due to company policy
Training Schedule: 8:00am4:30pm for the first month
Work Environment
Dress Code: Business casual
Goal: Convert to full-time hire around the 6-month mark
Candidate Priorities
Strong customer service backgroundcall center experience preferred
Ability to ask strong, probing questions; professional communication
Comfortable navigating Windows, mobile devices, and general tech
Ideally 1 year of help desk or similar technical support experience
Understanding of:
Active Directory (users & computers)
Multifactor authentication (Okta preferred)
Microsoft Office suite
Interview Process
Phone Screen (3045 minutes) with Ryan
Focus on personality and fit (Can I work with this person?)
Onsite Interview at Easton
Technical Requirements
Basic / Expected
Confident computer power user
Basic knowledge of:
Active Directory (Users & Computers)
Office 365
Okta or similar SSO/MFA tools
iOS/macOS
ITIL/ITSM concepts
Intermediate knowledge of:
Windows OS
Microsoft Office applications
Preferred
12 years enterprise IT support experience
CompTIA A+ and/or ITIL certification
MDM experience
Experience with knowledge bases and ticketing systems
Job Description
Our Columbus, Ohio client has a contract opportunity for a Service Desk Analyst.
Service Desk Analyst
Job Description:
The Service Desk Analyst, under direct supervision, is responsible for troubleshooting application or device problems; determine if solution is known and publish resolutions or workarounds in Service Now Incident, Problem or Knowledge management.
The Service Desk Analyst provides tiers one/two/three support for team members to include: application, pc, laptop, peripherals, cellular phones, iPad and other telecommunications devices/supplies for all subsidiaries.
The Service Desk Analyst provides superior customer service, accurately logging tickets, and effectively transitioning and escalating unresolved problems.
Escalate reports of chronic or unresolved problems to the appropriate team lead or manager.
The Service Desk Analyst provides timely updates to internal teams as well as business/stakeholder communications on issues reported.
The Service Desk Analyst is responsible for maintaining a knowledge-based system of common reported problems and resolutions and may be requested to perform ancillary tasks such as: attendance to meetings, RFC notification emails, contributing to Knowledge Management, etc.
75%=Answers inbound phone calls and emails during an assigned shift in a 7x24x365 global Help Desk.
Provides technical assistance and problem resolution for employees requesting help on computer or network related issues or questions in a courteous, professional, thorough and concise manner.
Demonstrates a commitment to providing superior customer service.
Adherence to time and metrics tracking is required.
Manages customer communications on scheduled and non-scheduled system maintenance, providing a communication hub between the business and Shared IT
10%= Follows up on open tickets and confirms successful resolution with the client.
5%= Creates and maintains user accounts and access privileges for Active Directory (Windows 2000/XP) and application systems.
5%= Maintains content within a knowledge-based computer system, through data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps.
5%= Assists on Help Desk related projects and activities as assigned by management.
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