A Level 2 Help Desk Analyst is needed for a contract role and will be the first point of contact for the users who call the IT Service Desk. Answers incoming calls, self-service requests, emails, and chats. Tracks all information in ticketing system.

• This position will require on-site training for the first few weeks (possibility of hybrid position after training)
• The candidates need to be currently living in the Columbus, OH area

Responsibilities:

• Participates in knowledge management process to resolve tier 1 incidents and requests in a timely fashion and create new knowledge
• Escalates unresolved problem/issues/requests to the proper resolver group
• Troubleshoot basic end user issues on various software applications, hardware, network, and telecommunications systems and provide basic desktop support.
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
• Become familiar with Service Desk policies and processes.
• Become familiar with the Systems, Network, Core applications and each team in the IT Department.
• Other duties as assigned by the Service Desk Manager.

Must Have for this role:

• 2+ years of experience in IT space
• 1+ years of experience in technical support/ helpdesk
• ServiceNow, AWS, Okta, Active Directory, Jamf at baseline
• Troubleshoot basic end user issues
• Friendly presence and helpful attitude
• Good interpersonal skills
• Ability to work well with others
• Excellent oral and written communication skills
• Communicate effectively with team members & peers

Desired Qualifications:

• Demonstrate a general knowledge of operating systems and application software to provide a high level support.
• Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
• Ability to provide technical support over the phone; excellent phone skills, professional demeanor.
• Excellent problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
• Plus: LinkedIn Profile

Reference: 1042369

Worried that you don’t meet every single requirement listed in the job ad? Studies have shown that individuals from marginalized groups are less likely to apply to jobs unless they meet every single qualification. Hive + Co. is dedicated to building a diverse, inclusive and representative workplace, so if you’re excited about this role, but worried that you don’t meet every requirement, we encourage you to apply anyways. We’d love to get to know you.