IT Help Desk Technician

Details

Posted: 16-Feb-24

Type: Full-time

Salary: Open

Categories:

Information Technology
Staff/Administrative

Internal Number: R98503

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.

While primarily remote, this role may require occasional onsite presence.

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.

Function: Information Technology

Subfunction: IT Service Support

Band: Technical

Level: T2

The Targeted Hiring Range for this position is $18.61/hour to $20/hour.

Our goal is to foster a community of professionals with diverse skills, experiences and backgrounds who actively collaborate to support the mission of the Ohio State University. We are committed to personal and professional growth of individuals as they achieve their highest potential and support others along the way. In an ever-changing technology landscape our employees are flexible, innovative, and adept problem-solvers.

This role will require a training period lasting several weeks during first shift. Upon completion of the training period this role will primarily operate during SECOND shift business hours; however, occasional assignments to work weekends, first or third shift, and some holidays may be necessary to accommodate business requirements. You will be eligible for differential and/or holiday worked pay as outlined in Ohio State Universitys Scheduling work and Overtime Policy and Shift Differential Pay Guidelines located at https://hr.osu.edu/wp-content/uploads/policy610.pdf https://hr.osu.edu/wp-content/uploads/shift-differential-pay-guidelines.pdf

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About The Ohio State University
The Ohio State University is a dynamic community of diverse resources, where opportunity thrives and where individuals transform themselves and the world. Founded in 1870, Ohio State is a world-class public research university and the leading comprehensive teaching and research institution in the state of Ohio. With more than 63,000 students (including 57,000 in Columbus), the Wexner Medical Center, 14 colleges, 80 centers and 175 majors, the university offers its students tremendous breadth and depth of opportunity in the liberal arts, the sciences and the professions.
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