DOT - Help Desk Analyst 1HDA1
DOT - Help Desk Analyst 1HDA1
Posted on :
06-10-2024
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Job Description
Help Desk Analyst (HDA1)
NA% Onsite
OST AM: Gary Koppenhaver ************* />
DESCRIPTION:
HDA1 to help IT Automate and implement new technology to assist with keeping the desktop environment current and running optimally.
This position will function as a highly skilled HDA with specific responsibilities that include:
1.Understanding of Desktop Support and Software Licensing Services.
2.Ability to image machines and install complicated software.
3.Uses creativity and innovation to automate and streamline processes and procedures.
4.Understands customer support likes to work with people and can ensure that the customer is satisfied.
5.Ability to troubleshoot in a high level systematic way. Ability to identify issues research cause and remediate.
6.Experienced in building setup and removal of desktop equipment (PCs laptops phones peripherals software etc.)
7.Troubleshoots basic network software printing and/or installation problems
8.Supports staff hardware moves for facility reorganization.
9.Experience with ServiceNow and Knowledge Base preferable.
10.Consultant must be available to work a standard 8 hour shift between the hours of 7AM and 5PM. (Expect regular changes to either the earlier or later shift).
11.Consultant must be punctual and reliable: arriving at work on time is essential and required as this is a Customer Service Environment.
EXPERIENCE:
1.Strong communication/leadership skills.
2.Strong influence collaboration and negotiation experience.
3.Ability to collaborate with supporting resources across business and/or functional lines.
4.Have excellent oral and written skills/possess strong meeting and work session facilitation skills.
5.Act as the escalation point for high priority support issues.
6.Ability to interpret end user license agreements.
7.Have the ability to work independently and as part of a team the ability to manage time and resources to meet assigned deadlines (Service Now Tickets).
8.Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements.
9.Have excellent organizational skills proven analytical planning problem solving and decisionmaking skills.
10.Must be knowledgeable in the English language/speak clearly and understandably use the English language.
11.Ability to understand and follow processes established for the Service Desk.
REQUIRED SKILLS:
1.2 Years IT experience.
2.2 Years Troubleshooting experience.
3.2 Years experience documenting procedures.
DESIRED SKILLS:
Experience using ServiceNow is required.
Retail customer service experience is desired.
Service Desk experience is required.
Required/Desired Skills
Skill Required /Desired Amount of Experience IT Service Desk experience Required 2 Years IT Troubleshooting experience Required 2 Years Experience documenting procedures Required 2 Years ServiceNow experience Required 2 Years Retail Customer Service experience Desired 0
Questions
No. Question Question1 Confirm that all personal (other than candidate name) as well as vendor log/contact information has been removed from Resume. Question2 The candidate must be local to Ohio. Does your candidate meet this requirement Question3 This position will be NA% onsite does your candidate agree to this requirement 
NA% Onsite
OST AM: Gary Koppenhaver ************* />
DESCRIPTION:
HDA1 to help IT Automate and implement new technology to assist with keeping the desktop environment current and running optimally.
This position will function as a highly skilled HDA with specific responsibilities that include:
1.Understanding of Desktop Support and Software Licensing Services.
2.Ability to image machines and install complicated software.
3.Uses creativity and innovation to automate and streamline processes and procedures.
4.Understands customer support likes to work with people and can ensure that the customer is satisfied.
5.Ability to troubleshoot in a high level systematic way. Ability to identify issues research cause and remediate.
6.Experienced in building setup and removal of desktop equipment (PCs laptops phones peripherals software etc.)
7.Troubleshoots basic network software printing and/or installation problems
8.Supports staff hardware moves for facility reorganization.
9.Experience with ServiceNow and Knowledge Base preferable.
10.Consultant must be available to work a standard 8 hour shift between the hours of 7AM and 5PM. (Expect regular changes to either the earlier or later shift).
11.Consultant must be punctual and reliable: arriving at work on time is essential and required as this is a Customer Service Environment.
EXPERIENCE:
1.Strong communication/leadership skills.
2.Strong influence collaboration and negotiation experience.
3.Ability to collaborate with supporting resources across business and/or functional lines.
4.Have excellent oral and written skills/possess strong meeting and work session facilitation skills.
5.Act as the escalation point for high priority support issues.
6.Ability to interpret end user license agreements.
7.Have the ability to work independently and as part of a team the ability to manage time and resources to meet assigned deadlines (Service Now Tickets).
8.Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements.
9.Have excellent organizational skills proven analytical planning problem solving and decisionmaking skills.
10.Must be knowledgeable in the English language/speak clearly and understandably use the English language.
11.Ability to understand and follow processes established for the Service Desk.
REQUIRED SKILLS:
1.2 Years IT experience.
2.2 Years Troubleshooting experience.
3.2 Years experience documenting procedures.
DESIRED SKILLS:
Experience using ServiceNow is required.
Retail customer service experience is desired.
Service Desk experience is required.
Required/Desired Skills
Questions
Employment Type
Full Time
Key Skills
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