Overview
On Site
Accepts corp to corp applications
Contract - Independent
Contract - W2
Contract - 5 month(s)
Skills
Servicenow
Helpdesk
Servicedesk
call tracking
COTS
SME
Technical Assistance
Job Details
Location & Work Arrangement
- City, State: Columbus, Ohio
- Work Arrangement: Hybrid
- Contract: This is a Contract position.
- Onsite Requirement: Must be able to report onsite on a hybrid schedule.
- Mode of Interview: Either In-person or Webcam.
- Note: The selected candidate must complete an FBI fingerprint background check prior to starting.
Key Responsibilities and Focus Areas
Tier 2/3 Support and Resolution
- Technical Assistance (5+ Yrs): Provide hands-on technical support and advice to users. Investigate and resolve complex computer software and hardware problems.
- Escalation Management: Serve as the contact point for users, escalating issues as necessary. Act as the escalation point for high-priority support issues and monitor the team's open support issue backlog to ensure timely closure.
- Diagnosis: Accurately determine whether a problem is caused by hardware, software, or system configuration, utilizing diagnostic procedures and software.
- Vendor & Developer Liaison: Call software/hardware vendors to request service and communicate with developers/programmers to explain software errors or recommend program changes.
Training, Documentation, and Process
- SME & Consultant: Act as a Subject Matter Expert (SME) for custom or COTS applications. May research alternate approaches to existing software/hardware as an in-house consultant.
- Documentation & Training: Write or revise user-training manuals and procedures. Develop training materials (exercises, visual displays) and conduct training for users on-site or in a classroom setting.
- Quality & Policy: Ensure quality standards are followed. Make recommendations on policies for system use and services.
Required Tools and Professionalism
- Call Tracking: Experience with a variety of call-tracking software and systems. ServiceNow Experience (2+ Years) is required.
- Communication: Strong communication skills (written and spoken) are mandatory for talking effectively with both technical and non-technical co-workers and users.
- Customer Service: Display strong customer service skills and effectively manage expectations with end-users and executive sponsors.
Required & Preferred Expertise
| Skill Area | Minimum Experience | Key Expertise & Knowledge |
| Service Desk Experience | 5+ Years (Required) | Prior experience providing technical assistance and problem resolution to end users. |
| Call Tracking Tool | 2+ Years (Required) | Experience with ServiceNow and a variety of call-tracking software. |
| Technical Focus | N/A | Investigating hardware, software, and system problems. Experience with COTS and custom applications. |
| Preferred Education | N/A | 4-year college degree in field of specialty. |
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