Help Desk Analyst

STI; Columbus (OH); On-site; USD 42,000 - 54,000; Full time

Job summary

STI in Columbus, Ohio seeks a Help Desk Analyst to maintain a reliable desktop environment and support end users. The role focuses on imaging machines, installing software, licensing services, and automating processes to keep systems current.

You will respond to tickets, troubleshoot complex and basic issues, and coordinate hardware moves. Strong communication, collaboration, and ServiceNow familiarity are essential for success in a fast-paced customer service environment.

Qualifications

• Strong communication/leadership and collaboration skills.
• Influence, negotiation, and cross-functional collaboration experience.
• Ability to work with supporting resources across business lines.
• Excellent oral and written communication; strong meeting facilitation.
• Escalation point for high priority support issues.
• Interpret end user license agreements.
• Able to work independently or in a team; manage time/resources for ServiceNow tickets.
• Prioritization based on system and user requirements.
• Strong organizational, analytical, planning, problem solving, and decision-making skills.
• Proficient in English; clear and understandable communication.
• Understand and follow Service Desk processes.

Responsibilities

• Understand Desktop Support and Software Licensing Services.
• Image machines and install complicated software.
• Use creativity to automate and streamline processes.
• Ensure customer satisfaction in a self-service oriented environment.
• Troubleshoot in a systematic way; identify issues, research causes, remediate.
• Build, setup and removal of desktop equipment (PCs, laptops, phones, peripherals, software).
• Troubleshoot basic network, software, printing and installation problems.
• Support staff hardware moves for facility reorganization.
• Experience with ServiceNow and Knowledge Base preferable.

Skills

Communication

Leadership

Negotiation

Collaboration

Time management

Customer service

Problem solving

Documentation

Tools

ServiceNow

Job description

Title: Help Desk Analyst

Location: Columbus, Ohio

Duration: Long Term

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.
• Ability to image machines and install complicated software.
• 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, research cause, and remediate.
• Experienced in building, setup and removal of desktop equipment (PCs, laptops, phones, peripherals, software, etc.)
• Troubleshoots basic network, software, printing and/or installation problems
• Supports staff hardware moves for facility reorganization.
• Experience with ServiceNow and Knowledge Base preferable.
• 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 the later shift).
• 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. Could 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.
11. Ability to understand and follow processes established for the Service Desk.

Required Skills:

• 2 Years IT experience.
• 2 Years Troubleshooting experience.
• 2 Years experience documenting procedures.

Desired Skills:

• Experience using ServiceNow is required.
• Retail customer service experience is desired.
• Service Desk experience is required.