Previous Job
Columbus, OH - IT - DOT - Help Desk Analyst 1/HDA1
Ref No.: 17-00086
Location: Columbus, Ohio
Client: Ohio Department of Transportation
Location: Columbus,OH
Duration: 5 Months

Job Description:
Role One (1) Help Desk Analyst 1 (HDA1) with expertise in IT.  The HDA1 is requested from February 1, 2017 to June 30, 2017 (1000 hours)
ALPS Project DOT – Staff Augmentation
MBE/Open Market Open Market
Requirement 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. Uses creativity and innovation to automate and streamline processes and procedures.
  3. Understands customer support, likes to work with people and can ensure that the customer is satisfied. 
  4. Ability to troubleshoot in a high level systematic way.  Ability to identify issues and research cause.
  5.  Experienced in troubleshooting and replacing computers, monitors and telecommunication equipment.
  6. Experience in printer installation and maintenance, including drivers.
  7. Experience with ServiceNow and Knowledge Base preferable.
  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 decision-making skills.
  10. Must be knowledgeable in the English language/speak clearly and understandably use the English language.
Mandatory Requirements/Time
  1. 1 Year IT experience.
  2. 1 Year Troubleshooting experience.
  3. 1 Year experience documenting procedures.
Desired Skills/Time
  • Experience using Express Metrix is desired.
ODOT is looking for a Help Desk Analyst (HDA1) for an assignment onsite through the end of the fiscal year with a possible extension through FY18.  Please see attached JD for any additional information. 

This posting will close to submissions on Tuesday 1/17 @ 12:00 pm EST.

Local candidates only and onsite interviews are REQUIRED.  Do not submit candidates unavailable to interview onsite.
Please submit resumes in a word document and remove all personal and vendor information.  

PLEASE DO NOT reach out to ANY individuals at ODOT regarding this posting nor candidates for this posting.  All questions/comments/etc. must be directed to the MSP Team, specifically, Andy Hovest.  Contact information can be found below.  Thank you in advance for your cooperation and support on this

Mandatory Requirements/Time
1 year work experience in an IT help-desk or desktop support role.
1 year work (help-desk) experience troubleshooting issues via phone/email/desktop.
1 year work experience using Service Now or similar order ticketing system.