Junior IT Service Desk SME | CSC Support

Infinite Computer Solutions; Columbus (OH); On-site; USD 25,000 - 33,000; Full time

Job summary

Infinite Computer Solutions in Columbus, OH is seeking a CSC Call Center SME Junior to provide end-user support within the State's CSC and OHID services. The role operates 8 am to 5 pm on a 12-month assignment and involves incident tracking, first-level resolution, and collaboration with IT Service Owners.

You will handle tickets, follow SLA guidelines, assist onboarding of workers, and contribute to knowledgebase management.

Qualifications

• Experience supporting CSC policies and incident management.
• Familiarity with ServiceNow or similar ticketing systems.
• Strong written and verbal communication skills.
• Understanding of state and agency procedures and laws.
• Onboarding processes for workers.

Responsibilities

• Provide support to information system users and IT specialists per CSC policies.
• Create, analyze, and track incident and service requests.
• Follow priority, SLA, and escalation procedures.
• Initiate first level resolution within security constraints.
• Collaborate with CSC and IT Service Owners; assist with onboarding.
• Contribute to CSC knowledgebase and documentation.

Skills

Automated Call Distribution

Technical writing

Reading comprehension

MS Office

Critical thinking

Operations monitoring

Tools

ServiceNow

Job description

Infinite Computer Solutions in Columbus, OH is seeking a CSC Call Center SME Junior to provide end-user support within the State's CSC and OHID services. The role operates 8 am to 5 pm on a 12-month assignment and involves incident tracking, first-level resolution, and collaboration with IT Service Owners.

You will handle tickets, follow SLA guidelines, assist onboarding of workers, and contribute to knowledgebase management.