Workspace (Service Desk) Analyst

Pay:$40-35/hr depending on benefits and PTO

Job description:

Our Columbus, Ohio client is seeking a Workplace Service Desk Engineer for a contract who is passionate about people and technology.

Please note: This position will be fully onsite but may have some infrequent ability to work from home on occasion, with approval.

The Workplace Technology Service Desk is an Incident support team which also fulfils workstation and technology related service requests for the organization. This team is built upon exceptionally high customer satisfaction rates. The successful candidate should be a self-starter with a team mindset, who has a passion for helping customers and who welcomes providing both frontline support and strives to solve as many tickets at first contact as possible.

:

• You will be responsible for writing knowledge articles and maintaining a high level of customer satisfaction while adhering to ITIL concepts in handling your tickets.
• You will cover our phone queue during your shift while working on side projects or other tasks between calls.
• As our processes mature, you will also respond to chat requests from end-users and do some deskside support.
• At client, our passion is advancing scientific progress – and the Service Desk strives to reduce downtime and provide innovative solutions to the staff so that this progress can be achieved.

About us

• This small team is responsible for the prompt triage of all requests and incidents that come in by phone, email, ticketing system, or walk-up. We support over 1,800 users, taking calls and requests from all around the world.
• Our organization is expanding internationally and moving many applications to AWS and Azure, while still supporting over 200 local applications installed.
• The Workplace Technology Service Desk is a frontline Incident support team which also fulfils technology related service requests for the organization. This team is built upon exceptionally high customer satisfaction rates and strives to resolve most incidents at first contact.
• We provide frontline support for Citrix VDI, and we are also responsible for managing the Ivanti Service Manager ticketing system and building workflows to automate intake and fulfillment processes.

Required Qualifications:

• Two years of enterprise IT support experience, or a passion for technology as shown by a combination of certifications or schooling.

Preferred Knowledge

• Certifications or Training in: A+, Microsoft Teams, MacOS, SharePoint Online, CyberArk MDM, Ivanti Service Management (Neurons), ITIL foundations, AWS Workspaces, Citrix VDI

Duties:

• The team is highly involved in our Citrix VDI environment setting things up for new users, and possibly will soon be venturing into Amazon Workspaces as well.
• They don’t setup the back end, but they do patching and setup access and troubleshoot issues with the environment.
• The team does some advanced work – building out workflows in our service management system, for example; they setup all the accounts for client and do most anything that may not require leaving their desk. That includes responding to emails, calls, etc.
• This isn’t a typical first tier line of work.
• The team is in a position to make an impact with our partnership with IT Security as well as it relates mostly to Identity Access Management and setting up/granting access through SSO