Service Desk Analyst

StarSevenSix; Columbus (OH); On-site; USD 52,000 - 76,000; Full time

Job summary

Star Seven Six is seeking an experienced IT Support professional to join our Columbus, OH team. You will provide inbound client support, diagnose and repair workstations, servers, and networks, and document all cases in ServiceNow.

Responsibilities include visiting client sites, configuring equipment, and responding to monitoring alerts using remote management tools. Four+ years of domain infrastructure experience and strong communication are essential.

Qualifications

• Minimum four years of experience supporting end user workstations in a domain environment.
• Proficient in Windows server/client infrastructures.
• Proficient in Mac OS troubleshooting and support.
• Experience troubleshooting VM environments.
• Experience supporting servers in a domain environment.

Responsibilities

• Be an active listener and empathetic in-bound caller support.
• Document calls in an enterprise ticketing system (ServiceNow).
• Visit client sites to install and configure computer equipment as needed.
• Respond to monitoring alerts using remote management tools.
• Diagnose and repair workstations, servers, networks, and printers.

Skills

Teamwork

Communication

Problem Solving

Windows Server

Mac Troubleshooting

VM Environments

Tools

ServiceNow

Office 365

Exchange

Citrix

VMware

SQL

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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