Service Desk Analyst

Cota; Columbus (OH); On-site; USD 68,000 - 80,000; Full time

Benefits offered by this job

Medical, Vision, Dental, Supplemental,

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 DC

Job summary

COTA is seeking a Service Desk Analyst in Columbus, OH to provide first-line technical support for end users, hardware, software, and office peripherals. You will manage the Service Desk, resolve issues via phone or ticketing, and assist with AV/phone systems and onboarding training.

The role requires a High School Diploma or GED with 5+ years of hardware/software support experience; A+ and ITIL are desirable.

Qualifications

• High School Diploma or GED plus 5 years of hardware/software support experience.
• A+ Certification desired.
• ITIL Certification desired.

Responsibilities

• Operates the Service Desk and resolves end-user issues via phone or ticketing.
• Troubleshoots hardware, software, peripherals, and telephony concerns.
• Creates and maintains SOPs for desktop systems and imaging.
• Provides training to new employees on equipment and desktop systems.
• Manages printers, mailboxes, meeting rooms, and distribution lists.
• Administers Active Directory/AzureAD and Intune; supports Teams/NICE CXOne.
• Participates in on-call after hours and supports multiple locations.

Skills

End-user support

Hardware troubleshooting

Software troubleshooting

Teams support

Education

High School Diploma or GED

A+ Certification Desired

ITIL Certification Desired

Tools

Active Directory/AzureAD

Intune

NICE CXOne

Office 365

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