Service Desk 1

Location: Columbus, OH

Work Arrangement: Onsite (Local candidates only)

Employment Type: Contract

Interview Mode: In-Person or Webcam

Shift: 2nd Shift (3:00 PM 11:00 PM, Tue Sat)

Key Responsibilities

• Technical Support: Provide high-level call center and maintenance support to information system users and IT specialists.
• Systems Monitoring: Perform operational and systems monitoring, including evaluating tower site safety practices (HVAC, door alarms) and network health.
• Incident Management: Enter meta-data into repositories, execute system test scripts, and log detailed tickets using enterprise help desk software.
• Telecommunications Support: Assist with issues related to Microwave, wireless, and fiber-optic technologies, as well as Motorola MCC 7500 Radio Consoles.
• Documentation: Develop, organize, and maintain platform-specific technical documentation with a high degree of accuracy and attention to detail.
• Infrastructure: Aid in the installation and troubleshooting of network equipment, including routers, switches, and bridges.

Required Skills & Experience

• Ticketing Systems: 5+ years of experience with Help Desk software (ServiceNow, Remedy, Salesforce, Genesis, or similar).
• Documentation: 3+ years of experience in high-level technical documentation and ticket management.
• Troubleshooting: 5+ years of experience in systems evaluation, critical thinking, and operational monitoring.
• Customer Service: Proven track record of excellent phone-based customer service and service orientation.
• Technical Knowledge: Familiarity with network protocols, backup/recovery techniques, and OS installation.
• Tools: Proficiency in MS Office 365, Cisco Finesse, Jabber, and monitoring tools like Grafana or UEM.
• Physical Requirement: Ability to transport items up to 50 lbs.