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Help Desk Analyst 1/HDA1
Ref No.: 17-10284
Location: Columbus, Ohio
Position Type:Contract
Start Date / End Date: 08/02/2017 to 06/30/2018
RDM:Chet Mann
#48082
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:
  • Understanding of Desktop Support and Software Licensing Services.
  • Uses creativity and innovation to automate and streamline processes and procedures.
  • Understands customer support, likes to work with people and can ensure that the customer is satisfied.
  • Ability to troubleshoot in a high level systematic way. Ability to identify issues and research cause.
  • Working knowledge of Excel spreadsheets.
  • Strong communication/leadership skills.
  • Strong influence, collaboration and negotiation experience.
  • Ability to collaborate with supporting resources across business and/or functional lines.
  • Have excellent oral and written skills/possess strong meeting and work session facilitation skills.
  • Act as the escalation point for high priority support issues.
  • Ability to interpret end user license agreements.
  • 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).
  • Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements (Software installation requests).
  • Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills.
  • Must be knowledgeable in the English language/speak clearly and understandably use the English language.

Mandatory Requirements/Time
  • 1 Year I.T experience
  • 1Year Troubleshooting experience
  • 1 Year experience documenting procedures

Desired Skills/Time
  • Service Now experience is desired.