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Position Details: Help Desk Analyst II - 16449

Location: Dublin, Ohio
Openings: 1
Job Number:



Essential Job Responsibilities: 

• Provide Tier 1 technical support for computer hardware and software issues, including direct and remote network connectivity, both over the phone and via walkup service 
• Provide Tier 1 technical support for mobile devices, including iphones, Blackberries and tablets both over the phone and via walkup service 
• Administer active directory, mainframe, and other user accounts as applicable 
• Capture and document the details of an issue and troubleshooting steps taken in order to escalate the issue or document the resolution; use a ticketing system to track and manage requests 
• Interact with peers and Tier 2 teams for knowledge sharing, research, and updates 
• Proactively identify potential issues in the enterprise environment; alert incident management and peers as appropriate 
• Process service requests, including remote software installations, access requests, and RSA token distribution 

The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities. 

Required Qualifications: 

• High School diploma, required 
• Bachelor’s degree, preferred 
• ITIL Foundations, preferred 
Job Related Experience 
• Minimum 2 years technology support experience 
• Information Technology customer service experience 
• Experience in supporting Microsoft Windows (Server/Workstation) and mainframe environments 
• Experience with wired and wireless networking, including Virtual Private Network (VPN) remote connectivity 
• Experience with MS O365 and Outlook 
• Knowledge of Microsoft Active Directory administration 
• Knowledge of incident management and service request fulfillment processes 

Additional Skills/Knowledge 
• Proficient verbal and written communication skills 
• Ability to multi-task and adapt to a rapidly changing environment 
• Possess a sense of urgency, can prioritize work, and manage deadlines 
• Aptitude in understanding technical concepts and learning new technologies 
• Flexibility and reliability relative to work schedules

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