Job Description

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

Minimum Experience

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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