Service Desk Analyst

StarSevenSix, LTD.; Columbus (OH); On-site; USD 34,000 - 48,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

401(k)

Job summary

Star Seven Six in Columbus, Ohio, seeks an experienced IT Service Desk Specialist to provide on-site support for end users, servers, and networks. You will diagnose issues, configure equipment, document calls in ServiceNow, and collaborate with a cross-functional team to deliver reliable tech services to our diverse client base.

The role requires strong communication, the ability to travel to client locations within 60 miles, and a proven track record with Windows and Mac environments,

Qualifications

• Four years of experience supporting end-user workstations in a domain environment.
• Proficient in Windows server/client infrastructures and Mac OS troubleshooting.
• Experience with VM environments and ServiceNow ITSM.
• Valid driver’s license and willingness to travel up to 60 miles for client sites.
• Excellent communication and teamwork skills.

Responsibilities

• Be an active listener and empathetic when answering in-bound client calls.
• Document calls with high detail in ServiceNow.
• Visit client sites to install and configure computer equipment.
• Diagnose and repair workstations, servers, networks, and OS.
• End-user Mac support for hardware/software issues.
• Manage procurement for hardware deliveries to clients.
• Create and maintain client environment documentation.
• Collaborate with Service Delivery Manager and VP on tasks.
• Maintain clear, professional written and verbal communication.
• Participate in ongoing training and certifications; on-call rotation required.

Skills

Team collaboration

Strong communication

Analytical thinking

Willingness to travel within 60 miles

Customer service orientation

Proactive learning

Tools

ServiceNow ITSM

VMware / Hyper-V

Windows Server & Client administration

MAC OS troubleshooting

Network troubleshooting

Job description

Star Seven Six is a company dedicated to innovation, Star talent, and revolutionizing business and technology solutions. As your advocate, the common thread across our associates is crafting the right tech-savvy solutions. Whether it’s Application Development, Infrastructure Services, Security, Enterprise Service Management or Interactive Design, we’re all about finding solutions that advance your career aspirations. Our ongoing client relationships and our proven experienced leadership speak to our long-term collaborative partnerships. This gives our associates the opportunity to work with a large, diverse group of high-profile clients across a variety of industries.

Responsibilities

• Be an active listener that employs an empathetic approach to answering in-bound client phone calls
• Strong networking knowledge
• Document calls with high detail in an enterprise level ticketing system (ServiceNow)
• Visit client sites to install, configure computer equipment when needed
• Employ critical thinking to evaluate an issue, draw on experience to resolve complex problems
• Speak to and understand client needs for computer / server configuration
• React to monitoring alerts using our Remote management tracking software
• Diagnose and repair workstations, servers, networks, operating systems, printers and applications
• End User Mac support experience in troubleshooting hardware / software
• Follow a procurement process for hardware to be delivered to clients
• Create and maintain client environment documentation
• Work under the direction of the Service Delivery Manager and Vice President
• Work independently and with fellow team members to ensure completion of assigned tasks
• Be a great communicator to fellow team members and clients
• Effective written and verbal communication skills with the ability to express yourself professionally
• Willingness to perform continuing education training and certifications when necessary
• On call rotation required

Requirements

• Proven ability to work within a team and assist fellow team members
• Learn new technology and employ knowledge both rapidly and skillfully
• Must be reliable with exceptional interpersonal & Communication skills for our clients and team members
• At least four years of experience supporting end user workstations in a domain environment
• Must be proficient in Windows server/client infrastructures
• Must be proficient in MAC OS troubleshooting and support
• Experience troubleshooting VM environments
• At least four years of experience handling more complex issues that require diagnostic thinking
• Four years of experience supporting servers in a domain environment
• Positive attitude and ability to multi-task/self-manage workload while adapting to changing priorities
• Must be detailed oriented with the ability to follow shifting client requirements
• Show ability to Prioritize tasks based on Sedgwick Technology Solutions policies and procedures
• Ability to learn and adapt to new and changing technologies
• Ability to troubleshoot and react to constantly changing IT environments
• Professionalism in the workplace and with our customers is of utmost importance
• Valid Driver’s license with reliable transportation and the willingness to travel to client location within 60 miles for PC equipment troubleshooting or set ups (Mileage Expenses are included)

Desired Experience

• Microsoft Certifications (MCSA, MCITP, etc.)
• Experience with Exchange, Office 365, and SQL
• Experience with Server Virtualization
• Experience with Firewall solutions
• Experience with troubleshooting and Citrix environments
• Prior work history in a multi-client consulting environment
• Experience with ServiceNow ITSM platform

S76 provides a wide variety of challenging opportunities, ensuring our associates work in highly sought-after environments and with the latest innovations in technology. We start our relationship with a conversation about your career goals, and work hard to match you with the perfect opportunity. The world of IT is continuously changing, so we know the importance of keeping your skills sharp. Our culture supports continued growth through sponsorship of events, trainings, certifications and other online or structured learning opportunities. We’ll help you stay ahead of the curve. In addition, we provide a comprehensive benefits package including medical, dental, optical, 401k, etc.

S76 is committed to providing career opportunity and growth to all associates without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or disability.

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