Service Desk Analyst

Central Ohio Transit Authority (COTA); Columbus (OH); On-site; USD 68,000 - 80,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Dental Insurance

Life Insurance

Paid Parental Leave

Bus Pass

Job summary

Central Ohio Transit Authority (COTA) is seeking a Service Deck Analyst to support company hardware, software, and peripherals, including laptops, desktops, and tablets (Android/iOS). The role covers software issues, AV/video conferencing, and tier 1 telephony support (Teams & NICE CXOne) to keep operations running smoothly.

The analyst will help develop SOPs, train staff, manage print services, and assist with upgrades and security.

Qualifications

• Requires a High School Diploma or GED and at least five years of experience supporting laptops, desktops, and tablets and related software.
• A+ Certification is desirable.
• ITIL Certification is desirable.

Responsibilities

• Operate the Service Desk and resolve end-user issues via phone or ticketing system.
• Troubleshoot hardware, software, and peripherals and install PC devices as needed.
• Develop and maintain SOPs for desktop systems, imaging, security, and VDI environments.
• Provide training to new employees on office equipment and telephony systems.
• Manage printers, mailboxes, meeting rooms, and distribution lists.

Skills

Service Desk

Desktop support

Active Directory

ITIL knowledge

Education

High School Diploma or GED

A+ Certification Desired

ITIL Certification Desired

Tools

AzureAD

Intune

Teams

NICE CXOne

Job description

SALARY:

$68,224.00 - $80,267.20

LOCATION:

33 N. High St. Columbus, OH 43215

Benefits

• Medical, Vision, Dental, Supplemental and Life Insurance


• Paid Parental Leave


• Employee Discounts


• COTA Bus Pass


• Wellness Initiatives


• On-Site Chair Massage


• On-Site Health Coach


• Tuition Reimbursement


• Student Loan Repayment Program


• Public Pension through OPERS & Ohio Deferred Compensation

Position Summary

COTA's Service Deck Analyst performs professional tasks to assist end users with company-provided computer hardware, software, and office peripherals. This role also provides technical support to staff on various hardware, including laptops, desktops, and tablets (Android and iOS), and resolves software-related issues. Additionally, responsible for maintaining and supporting audio/visual, video conferencing and tier 1 telephone (Teams & NICE) support. Performs duties that advance COTA's Strategic Plan and reflect the organization's core values of safety, empowerment, accountability, teamwork, and service, and support the mission of Moving Every Life Forward.

Essential Job Functions

• Operates the COTA Service Desk, promptly addressing and resolving end-user system issues communicated through the Service Desk phone number or ticketing system.


• Effectively troubleshoots a range of hardware/software, peripheral (digital display devices, docking stations, etc.), and telephone concerns at the Service Desk. Executes installations of PC peripherals and phones as necessary.


• Formulates and upholds standard operating procedures (SOP) for maintaining and operating desktop systems, encompassing standard imaging, security protocols, and Virtual Desktop environments.


• Provides comprehensive training to new employees on the use of office equipment, including voicemail, telephones/softphones, and desktop systems.


• Manages and maintains printers on the print server.


• Creates, maintains, and troubleshoots mailbox problems, meeting rooms, distribution lists, and general performance tuning.


• Participates in the testing phase of new technical applications and upgrades.


• Works closely with the IT Asset Management (ITAM) Analyst to oversee IT equipment inventory and ensure appropriate disposal procedures for end-of-life equipment.


• Administers anti-virus updates and executes password resets in response to user requirements.


• Initiates and executes the endorsement and integration of innovative technical solutions.


• Handles comprehensive end-user system management and user administration across the entire organization utilizing Active Directory / AzureAD, and Intune.


• Participates with the deployment, management, and assistance for desktop, laptop, and tablets.


• Provide tier 1 support for telephony systems (Teams and NICE CXOne).


• Addresses incoming Incident and Service requests from end users in a prompt and efficient manner.


• Evaluates and deploys appropriate upgrades, patches, drivers, and related enhancements.


• Discovers and acquires proficiency in the diverse software and hardware employed and upheld by the organization.


• Ensures adherence to licensing requirements and meticulous documentation.


• Executes practical remedies, encompassing software/hardware installations and enhancements, execution of file backups, and configuration of systems and applications.


• Performs advanced diagnostic measures and remedies.


• Takes accountability for the comprehensive maintenance of a sophisticated network spanning multiple locations, catering to the needs of both local and remote users.


• Promotes an environment of transparency and teamwork among fellow service desk analysts.


• Strives to strengthen the partnership between the Service Desk, System Administrators, and other Information Technology team members.


• Participates in rotational on-call after hours support.


• Performs other duties as assigned; and


• Regular, predictable and punctual attendance required.

Minimum Education & Experience Required

• Requires a High School Diploma or GED, and a minimum of five (5) years of experience supporting various hardware such as laptop, desktop, and tablets (Android and iOS) and software; or an equivalent combination of education and experience in business or public administration.


• A+ Certification Desired


• ITIL Certification Desired

COTA is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on job needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, sexual orientation, age, genetic information, gender identity, national origin, veteran or disability status