IT Service Support Analyst 1

Ohio State University; North Carolina; On-site; USD 34,000 - 45,000; Full time

Job summary

Ohio State University is seeking an IT Service Support Analyst 1 to support the Labs/Classrooms and Software Licensing team within Engineering Technology Services. You will resolve issues via email and the ticketing system, maintain CMDB data, and assist with software purchases and license management.

The role requires strong problem-solving skills and collaboration with internal teams to meet SLAs. Based in Scott Laboratory, the position is regular full-time with 40 scheduled hours, first

Qualifications

• Experience resolving IT issues via email and ticketing systems.
• Familiarity with ITIL best practices.
• Ability to collaborate with multiple ETS teams for incident resolution.

Responsibilities

• Works to resolve issues and requests submitted to team via email and College's ticketing system and CMDB.
• Possesses strong problem solving and troubleshooting skills.
• Engages with other ETS teams when applicable to ensure prompt resolution of customer incident/request; may be asked to resolve incidents submitted to (or on behalf of) other ETS teams.
• Assists in audit and inventory compilation including device warranty reporting.
• Purchases/renews software applications. Gathers quotes; downloads media; provides updated license files; installs software, tests, and documents installation instructions.
• Initiates orders in university multi-purpose management system using established procurement processes.
• May be asked to resolve incidents submitted to (or on behalf of) other ETS teams; forms productive relationships with internal customers by listening, clarifying, and responding effectively.
• Adheres to Information Technology Infrastructure Library (ITIL) best practice framework to ensure the availability, security and performance of systems and fulfillment of customer Service Level Agreements (SLAs)

Skills

Troubleshooting

Customer service

ITIL

Ticketing

CMDB

Procurement

Software licensing

Communication

Job description

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Job Title

IT Service Support Analyst 1

Department

Engineering | Engineering Technology Services

Job Description

This position is part of the Labs/Classrooms and Software Licensing team within Engineering Technology Services. Under established procedures and with guidance from the manager or senior team members, the position supports hardware and software used by faculty, staff, and students in the College of Engineering.

Responsibilities

• Works to resolve issues and requests submitted to team via email and College's ticketing system and CMDB.
• Possesses strong problem solving and troubleshooting skills.
• Engages with other ETS teams when applicable to ensure prompt resolution of customer incident/request; may be asked to resolve incidents submitted to (or on behalf of) other ETS teams.
• Assists in audit and inventory compilation including device warranty reporting.
• Purchases/renews software applications. Gathers quotes; downloads media; provides updated license files; installs software, tests, and documents installation instructions.
• Initiates orders in university multi-purpose management system using established procurement processes.
• May be asked to resolve incidents submitted to (or on behalf of) other ETS teams; forms productive relationships with internal customers by listening, clarifying, and responding effectively.
• Adheres to Information Technology Infrastructure Library (ITIL) best practice framework to ensure the availability, security and performance of systems and fulfillment of customer Service Level Agreements (SLAs)

Salary Range

The target hiring range for this job profile is $24.76 to $32.33/hr .

The actual salary paid to an individual will vary based on multiple factors, including but limited to, education, years of experience, internal equity, etc.

Employment Information

• Ohio State will not sponsor applicants for work visas for this position.
• Candidate expected in-office at least 4 days a week.
• Location: Scott Laboratory (0148)
• Position Type: Regular
• Scheduled Hours: 40
• Shift: First Shift
• Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

Equal Opportunity Statement

The university is an equal opportunity employer, including veterans and disability.