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C8437 User Serv Spec I
Ref No.: 18-41269
Location: Columbus, Ohio
Position Type:Contract
Skill Type
Skill Type:Information Technology
Primary Function: To assist IT users in problem recognition, research, isolation and resolution. Takes calls and emails requesting assistance in solving IT problems of many varieties. Assists in the preparation and maintenance of user oriented documentation and the training of users. Major Responsibilities: Provides Tier 1 support by analyzing and resolving incidents and requests regarding use of business applications, operating systems, software, remote access, security software, telecommunications and other areas as defined. Utilizes the service management tracking system to log and track incidents and requests from identification through resolution. Engages other Service Desk resources or appropriate service management support resources to resolve incidents that are beyond the scope of ability or responsibility. Follows up with other support service resources involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Guide users through incident solving process. Creates a positive customer support experience and builds strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude. Develops user knowledge articles/documentation as required. Participates in the implementation and on-going support of hardware and software systems and the interaction between workstations, servers, networks and computing/telecommunications resources. Participates on special projects to develop/expand area of expertise of the team. Maintains and protects confidentiality with regard to all aspects of business and employee information. Accountability: Position Requirements: Requires a Bachelors Degree in Computer Science or equivalent. Typically requires two years of relevant and proven Service Desk employment experience. Working knowledge of service desk software, service management, and remove desktop control tools. Must be proficient in Windows Operating Systems support, commonly used business productivity applications, active directory administration, and desktop security applications. Must have strong written and verbal communication skills. May be required to be on-call after working hours. Legal Disclaimer: The above statements are intended to describe the nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, activities and skills required of staff members. No statement herein is intended to imply any authorities to commit Battelle unless special written permission is granted by Battelle¿s Legal Department.