Service Desk Analyst

Position Details:

Job Title: Service Desk Analyst 

Location: Columbus, OH 43215

Duration: 12+ months (Strong possibility for an extension)

Requirement:

· Understanding of Desktop Support and Services.

· Understanding of Active Directory and AD Toolsets, ADUC, user authentication and authorization and identify and access management.

· Uses creativity and innovation to automate and streamline processes and procedures.

· Understands customer support, likes to work with people and can ensure that the customer is satisfied.

· Ability to troubleshoot in a high level systematic way. Ability to identify symptoms and research cause.

· Understands process to test, and put changes in production.

· Understanding of basic Networking principles, including network troubleshooting for connectivity issues, DHCP, DNS, use of tools like PING, NSLOOKUP and NETSTAT

· Ability and experience to work with SCCM version 2012. Ability to show others how to use the tools like SCCM.

· Ability to script with PowerShell 3.0 or above. Scripting abilities should include validation, editing, input and output, including automation to production systems, specifically Active Directory.

· Ability to learn new tools (Varonis) to clean up and audit unstructured data (user data) and Active Directory and NTFS permissions.

· Special Note: The consultants will be working shift work and weekends. We are running a 24/7 operation. This consultant will work Tuesday – Saturday from 11:30 PM to 8 AM. Holiday coverage will be expected.

Roles & Responsibilities:

· Strong communication/ leadership skills.

· Strong influence, collaboration and negotiation experience.

· Ability to collaborate with supporting resources across business and/or functional lines.

· Have excellent oral and written skills/possess strong meeting and work session facilitation skills.

· Have the ability to work independently and as part of a team, the ability to manage time and resources to meet assigned deadlines.

· Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements.

· Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills.

· Must be knowledgeable in the English language/speak clearly and understandably using the English language.

Requires Skills:

· 8 total years I.T experience.

· 4 Years SCCM or SMS like experience

· 4 Years PowerShell scripting experience in a production environment

· 8 years customer service experience

· 10 Years Troubleshooting experience

· 4 years knowledge of networking technologies to including PING, NETSTAT, DHCP, DNS, and NSLOOKUP.

· 5 years’ experience with Active Directory including tools like ADUC.

· Contributes to continuous process improvements to increase the efficiency of section.

· Excellent communication skills both written and oral.

Desired Skills:

· Certifications A+ series

· Certifications in Microsoft

· PowerShell 3.0 scripting background.

· Certifications in Microsoft tools and technologies.

· ITIL Knowledge and ITSM Tools

All your information will be kept confidential according to EEO guidelines.