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Help Desk Analyst 3 IT Service Desk Analyst Tier I/II
Posted date [2018-Jul-02]  (ID: 1317)
This post has expired! It was posted more than 365 days ago.

Job Classification: Help Desk Analyst 3 IT Service Desk Analyst  Tier I/II

Rate: DOE

Interview Process: 1st round phone interviews, 2nd round onsite interviews

Location: Columbus, Ohio

Need Mandatory Requirements/Time:

2-3 years previous IT Service Desk and/or Call Centre experience required in the following areas.


  • Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
  • Office 365 admin console experience
  • PowerShell experience creating scripts, etc.
  • MS exchange administration and migration experience
  • Incident Management experience – Managing incidents including business expectations and
  • communication
  • Basic User & Security Group Active Directory administration
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and
  • Office 2007
  • Experience with using and troubleshooting Outlook 2007 within a network environment
  • (permissions, calendar sharing, delegation)
  • Self-motivated achiever who gains satisfaction from providing excellent customer service


Need Desired Skills/Time:

An ITIL qualification is preferable but not essential



  • Act as a single point of triage/contact for phone calls and emails from incoming service now tickets regarding IT issues
  • Participate in ticket prioritization, assignment, escalation, tracking, reporting and management of time and resources.
  • Receiving, logging and managing calls from internal staff via telephone and email
  • Maintaining an Asset Database or track changes via Service Now
  • 1st and 2nd line support - troubleshooting of IT related problems from in-house software to
  • hardware, such as Email administration (0365 and Identity Management)…troubleshooting may involve powershell skillsets
  • Troubleshoot basic email, licensing, identity management issues
  • Escalate unresolved calls to the infrastructure support team Tier III
  • Log all correspondence in the Service Now
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • Document resolutions and place in knowledge base (Service Now)
  • To maintain a high degree of customer service for all support queries and adhere to all
  • service management principles
  • Provide basic in-house training in MS Office applications used within the Association (Word,
  • Excel, Outlook, PowerPoint) regarding Office 365 products to our agency customers
  • Provide stats for the weekly Service Desk report on call trends
  • Review you service now queues appropriate and ensure tickets are assignment appropriately
  • Ensure ticket assignments and completions are met with in the appropriate SLA’s of OIT standards
  • Publishing support documentation to assist staff with requests for information & provide
  • staff training if required



Dave Ahmed

IT Recruitment


Direct: 614-467-4017

Board:  614-467-4001 x787



Job Title Help Desk Analyst 3 IT Service Desk Analyst Tier I/II
Post Details
Posted By EDI Matrix
Job Function Help Desk Analyst 3 IT Service Desk Analyst Tier I/II
Start Date
Salary DOE
Cell Phone 614-467-4017
Email dave(at)
Location Columbus, Ohio
Location Location -> OH - Ohio
Job Type Job Type -> Contractor
Classification Job Classification -> Information Technology