Analyst, Technology Services Practitioner

Looking for motivated IT professionals seeking opportunities for advancement with a Fortune 100 company that is looking to expand their service desk operations both locally in the Columbus, Ohio area as well as offering fully remote positions. Under moderate supervision, performs moderately complex tasks associated with IT Operations. Tasks include monitoring and operating a computer console and/or online terminals, provisioning and providing first and second tier technical support to end users on moderately complex issues regarding computer operations and networks, installations, setups, error messages, on-line transactions, system status, and downtime procedures, etc. Participates in problem/change management activities to minimize impact of service disruptions on end users.

• Provides technical support to diagnose, analyze, research, andresolve moderately complex computer incidents for internal andexternal customers.

• Responsible for recognizing, researching, resolving and documenting problems with information systems products and services.

• Performs work in adherence with IT Service Management best practices.

• Supports delivery teams in their release activities.

• Helps to ensure currency data in configuration management tools

• (i.e., Athena,

• APRM, ServiceNow).

• Administers simple to moderate security vulnerability remediation.

• Watches end-to-end production business and flows, paying special attention to completion of batch flows and those with financial impact to ensure data currency.

• Installs simple to moderate software upgrades and configures changes, including planning, scheduling, testing and coordination.

• Supports test environments, including code moves, file creation special batch run creation, configurations changes, batch flow monitoring and online support, including the refresh of test data if needed.

• Proactively and reactively manages processing events to meet

• Delivers application functionality and services against defined Service Level

• Agreements (SLAs) and Operating Level Agreements (OLA).

• Maintains operational knowledge of platforms, technologies and applications.

• Assists in the application or infrastructure production reporting/analysis and technical support services.

• Communicates routine status of issues/incidents (including business impact) by partnering with Enterprise Command Center (ECC) to allow for immediate response to service disruptions. Communicates root cause analysis and critical situation findings to Technology leaders.

• Executes incident and change management processes for moderately complex PC, server, or mainframe applications and hardware.

• Provides the preventative maintenance, troubleshooting, root cause analysis, and resolution for moderately complex technical

• incidents to ensure satisfaction.

• Documents and routes moderately complex customer escalation's and recommend appropriate technical team or resource.

• Consults with network services, desktop/systems engineering, and/or applications development to restore service and/or identify and correct core systems problems.

• Provides ad hoc technical training to customers groups on company technologies, infrastructure, hardware, and software applications.

• Performs all other duties as assigned.

Required Skills -

Helpdesk

• Service Desk

• ServiceNow

• Troubleshooting

• IT

• Active Directory

• Microsoft Office

• Experience working with Microsoft products and troubleshooting

• Ticketing system experience (ServiceNow)

• Good analytical and decision-making skills

• Good verbal and written communication skills

• Must have good verbal and written communication skills to effectively interact with customers and all levels of personnel.

• Must be able to provide technical support to diagnose, analyze, research and resolve moderately complex computer problems while minimizing the impact of service interruptions.

• Must be able to analyze moderately complex error conditions and/or abnormal situations and report malfunctions to management.

• Must have the ability to utilize computer operation system software commands to troubleshoot and resolve moderately complex issues related to application and hardware/peripherals.

• Must have good analytical and decision-making skills.

Desired Skills & Experience - -

Experience working with Microsoft products and services on a

Windows 10 platform

- Ability to work with a ticketing system, ex: ServiceNow

- Good verbal and written communication skills to effectively

interact with customers and all levels of personnel

- Must be able to provide technical support to diagnose, analyze,

research and resolve moderately complex computer problems

while minimizing the impact of service interruptions

- Must be able to analyze moderately complex error conditions

and/or abnormal situations and report malfunctions to

management

- Must have the ability to utilize computer operation system

software commands to troubleshoot and resolve moderately

complex issues related to application and hardware/peripherals

- Must have good analytical and decision-making skills

- Experience providing customer support

- Experience working in a contact center environment

- Desire to expand information technology knowledge and skills

- Focused on continuous learning

- Ability to work under pressure

- Adaptability

- Teamwork skills

- Interpersonal skills

- Attention to details

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.


It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.