Description:
This position is Contract to Hire and Only Open to Dublin, OH This position is Onsite, M-F 8:30 AM - 5:00 PM
Primary Purpose
Provide IT systems support to end users on a variety of moderate to complex issues for internal and external customers. Respond to technical support requests submitted via email, and document, track, and monitor issues to ensure timely resolution.
Essential Functions and Responsibilities
Provide moderate to complex support to colleagues regarding internal proprietary systems (e.g., JURIS, One Team, SIR, TAMS, and Voyager). Issues are typically reported via email.
Perform moderate to complex troubleshooting and assist with software development issues as needed.
Communicate high-visibility issues to the immediate supervisor.
Escalate requests to the appropriate departments as needed.
Additional Functions and Responsibilities
Perform other duties as assigned.
Support the organizations quality program(s).
Qualifications
Education and Licensing
Bachelors degree from an accredited college or university preferred, or five (5) years of Help Desk or technical support experience (or equivalent).
Experience and Skills
ServiceNow
Microsoft 365 (OneDrive, Teams, Word, Excel)
Basic networking
A%2B certification
Experience supporting Dell desktops and laptops
Education & Licensing
Bachelor's degree from an accredited college or university preferred.
Experience: Five (5) years of Help Desk or technical support service experience or equivalent combination of education and experience required to include 2%2B years of experience with propriety systems (JURIS, One Team, SIR, TAMS and Voyager).
Skills & Knowledge
Excellent customer service skills Proven understanding and knowledge of quality
Good knowledge of service center processes and procedures PC literate, including Microsoft Office products
Analytical and interpretive skills
Strong organizational skills
Excellent interpersonal skills
Good judgment and discretion skills
Ability to manage multiple projects and set priorities
Ability to work in a team environment
Ability to meet or exceed Performance Competencies
Ability to complete required number of monthly quality monitors
Work Environment
When applicable and appropriate, consideration will be given to reasonable accommodations. Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines Physical: Computer keyboarding, travel as required Auditory/Visual: Hearing, vision and talking The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description.
They are not intended to constitute a comprehensive list of functions, duties, or local variances.
Management retains the discretion to add or to change the duties of the position at any time.
Background and Credit checks must be completed during onboarding.