Service Desk Support Analyst 3

Service Desk Support Analyst 3

Requirements

• Bachelor’s degree in information systems or equivalent combination of education and experience.
• Minimum of 4 years of relevant work experience.
• Extensive demonstrated troubleshooting and analytical abilities for macOS and Windows clients.
• Working knowledge of Active Directory and networking troubleshooting.
• Demonstrated knowledge of PowerShell and/or other automation toolkits.
• Knowledge of asset management and service desk software and processes.
• Working knowledge of Teams and SharePoint.
• Excellent written and verbal communication skills with individuals of varying technical expertise.
• Proven ability to independently research issues and propose solutions.
• Strong workplace ethics – including punctuality, timeliness, courtesy, follow-through, and teamwork.

Responsibilities

• Provide expert-level specialized IT service support by diagnosing and resolving complex technical issues related to Microsoft and Apple software, hardware, networks, and systems.
• Handle escalations from 1st and 2nd-level support teams when issues exceed their resolution capabilities.
• Provides guidance and training to 1st and 2nd-level support teams, helping them to enhance their skills and reduce dependency on 3rd-level support.
• Analyze root causes and implement fixes or workarounds for complex technical issues.
• Provide clear communication and timely resolution of their technical concerns to users.
• Utilize helpdesk software to record work activities and build knowledge repositories.
• Work autonomously and as part of a team, consulting with ERIK team members and other campus technical expertise to reach timely consensus and resolution of technical issues.
• Identify and recommend technical and procedural changes to management to improve the efficiency and effectiveness of the ERIK support system and processes.
• Participate in both ERIK and campus-level technical working groups to establish processes, procedures, and solutions.
• Ensure and monitor for compliance with all applicable OSU standards and protocols, including the Information Security Control Requirements (ISCR), and maintain a working knowledge of these standards as they evolve.
• Create and update technical documentation, knowledge base articles, and procedural guides to assist lower-tier support teams and end-users.
• Other duties as assigned.

Preferred Qualifications

• 5-8 years of relevant work experience.
• Extensive knowledge of help desk processes and software such as ServiceNow and OS Ticket.
• Relevant IT certifications such as Google IT Support Professional or LinkedIn IT Service Desk management, etc.
• Working knowledge of cloud environments, including AWS and Azure.
• Experience with project planning and execution.
• Experience building workflows and tools within the Teams/SharePoint environment.
• Knowledge of vulnerability management and remediation processes.