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ETG - Help Desk Analyst II
Ref No.: 18-36790
Location: Dublin, Ohio
Position Type:Contract
Skill Type
Skill Type:Information Technology
Job Description:
A Corporate Systems Technology Help Desk Analyst is responsible for providing 1st Tier Support for Client's internal systems and business processes. The analyst will capture and document the details of issues reported and the troubleshooting steps taken to resolve problems, or escalate to an appropriate team if unresolvable, by using the ticketing system which manages and tracks requests and incidents. The Help Desk Analyst must be able to adjust to a rapidly changing environment and have excellent interpersonal, communication (both verbal and written) and problem-solving skills. The ideal candidate will have a balance of customer service skills as well as an aptitude for the technical nature of the position.


Essential Job Responsibilities:
  • Provide Tier 1 technical support for computer hardware and software issues, including direct and remote network connectivity, both over the phone and via walkup service
  • Provide Tier 1 technical support for mobile devices, including iphones, Blackberries and tablets both over the phone and via walkup service
  • Administer active directory, mainframe, and other user accounts as applicable
  • Capture and document the details of an issue and troubleshooting steps taken in order to escalate the issue or document the resolution; use a ticketing system to track and manage requests
  • Interact with peers and Tier 2 teams for knowledge sharing, research, and updates
  • Proactively identify potential issues in the enterprise environment; alert incident management and peers as appropriate
  • Process service requests, including remote software installations, access requests, and RSA token distribution


The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.

Required Qualifications:


Education
• High School diploma, required
• Bachelor's degree, preferred
Certifications
• ITIL Foundations, preferred

Job Related Experience
  • Minimum 2 years technology support experience
  • Information Technology customer service experience
  • Experience in supporting Microsoft Windows (Server/Workstation) and mainframe environments
  • Experience with wired and wireless networking, including Virtual Private Network (VPN) remote connectivity
  • Experience with MS O365 and Outlook
  • Knowledge of Microsoft Active Directory administration
  • Knowledge of incident management and service request fulfillment processes

Additional Skills/Knowledge
  • Proficient verbal and written communication skills
  • Ability to multi-task and adapt to a rapidly changing environment
  • Possess a sense of urgency, can prioritize work, and manage deadlines
  • Aptitude in understanding technical concepts and learning new technologies
  • Flexibility and reliability relative to work schedules


Nesco Resource is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status, or any other legally protected characteristics with respect to employment opportunities