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Job Title:Help Desk Technician
Department:OCIO | Customer Solutions
Responds to and diagnosis problems through discussions with users. Performs analysis and assists in a variety of service desk activities including, but not limited to, providing support for customers and end users of OCIO services; guiding end users through troubleshooting procedures; processing and escalating service requests; and providing technical assistance in the setup, installation, and configuration of desktop software and hardware. Service Desk analysts answer customer calls, respond to emails, escalate records to Tier 2 analysts and/or service owners, may perform onsite support, and provide follow up to customers as needed. May be asked to maintain knowledge base articles and provide assistance during major incidents. They are also responsible for determining the needs of faculty, staff and students and the proper support of those needs. Take ownership of all interactions, utilize appropriate follow-through, providing timely feedback. Use the Incident management and Request Fulfillment processes along with the Knowledge Management tool as designed. Identifies opportunities for improvement.
Required Education and Experience:
1 year Help Desk/Operations experience, or an equivalent combination of education and experience. Must possess excellent phone based communication skills. Working knowledge of and experience with desktop hardware and peripheral units or components and their connectivity in a wired or wireless environment, PC and computer terminology, computing technologies, PC operating systems and applications, is required.
Desired Education and Experience:
Working knowledge of and experience with Microsoft Operating Systems and Microsoft Office products is preferred Prior experience in a direct customer service role via the telephone is preferred. Industry Certifications are a plus.
This position maps to Information Technology, IT Service Support, Technical, T2.
Additional Information:
Location:Remote Location
Position Type:Regular
Scheduled Hours:40
Shift:First Shift
Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.
Thank you for your interest in positions at The Ohio State University and Wexner Medical Center. Once you have applied, the most updated information on the status of your application can be found by visiting the Candidate Home section of this site. Please view your submitted applications by logging in and reviewing your status. For answers to additional questions please review the frequently asked questions.
The Ohio State University is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to age, ancestry, color, disability, ethnicity, gender identity or expression, genetic information, HIV/AIDS status, military status, national origin, race, religion, sex, gender, sexual orientation, pregnancy, protected veteran status, or any other basis under the law.
Applicants are encouraged to complete and submit the Equal Employment Identification form.
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