Job description
ContactUs Communications based in Columbus, Oh is expanding and we have a need to fill in our IT department!
This is an onsite Full Time position, working in our office at 3700 Fishinger Blvd Columbus, Oh 43026.
Y
ou also must be 18 years old with a HS Diploma or GED, pass a background and onsite drug screen.
- 40 hours, M-F 8 hours during training
- Schedule 4x10 or 5x8 (plus lunch), 1 weekend day required
- Position may require minimal travel (less than 25%)
- Technical experience expectation is low, but should have understanding of concepts and ability to learn quickly
- Physical Requirements
- The employee is regularly required to sit or stands for long periods of time
- Must have dexterity in arms and hands to use computer and other office supplies
- Specific vision abilities required by this job include close vision and the ability to adjust focus to view computer screens.
- The employee may be required to reach with hands and arms to handle reference materials.
- The employee may need to lift and/or move up to 20 pounds.
The responsibilities and expectations of a support desk representative:
Below outlines the responsibilities and furthermore expectations for the support Desk positions. This position includes all support related activities as it relates to contact us Communications daily operating procedure. Although this list is detailed, it is not exhaustive, and the corporate manager(s) or director(s) may modify this based on business and company needs.
Below outlines the responsibilities and furthermore expectations for the support Desk positions. This position includes all support related activities as it relates to contact us Communications daily operating procedure. Although this list is detailed, it is not exhaustive, and the corporate manager(s) or director(s) may modify this based on business and company needs.
Responsibilities:
Monitors all incoming channels of support request including tickets, email, or telephone calls.
Evaluates support requests for consistency and accuracy, identify with a priority, and work as that priority dictates.
Monitors and controls computers and peripheral equipment.
Monitors the system for failure or errors and responds by addressing issues or notifying a supervisor/lead.
Interacts with internal and external customers to fulfill requests, document communication, and resolve issues.
Installs, tests, monitors, upgrades, troubleshoots and repairs computer systems, networks and peripherals.
Manages user account information, including rights, security and systems groups.
Configures new laptops as needed for support staff personnel.
Maintain inventory of equipment available for assignment, loan, or break fix.
Evaluates support requests for consistency and accuracy, identify with a priority, and work as that priority dictates.
Monitors and controls computers and peripheral equipment.
Monitors the system for failure or errors and responds by addressing issues or notifying a supervisor/lead.
Interacts with internal and external customers to fulfill requests, document communication, and resolve issues.
Installs, tests, monitors, upgrades, troubleshoots and repairs computer systems, networks and peripherals.
Manages user account information, including rights, security and systems groups.
Configures new laptops as needed for support staff personnel.
Maintain inventory of equipment available for assignment, loan, or break fix.
Expectations:
All support request must have a priority and a deadline assigned to them within four business hours after opening.
The support desk representative will use all knowledge available to them in order to resolve the issue as it has been reported. In the event that a support desk representative is unable to resolve the issue then the case will be escalated to another department or tier of support as dictated in escalation guidelines.
Document, track, and monitor the problem to facilitate a timely resolution. This includes follow up and validation.
Perform daily checks and walk through of the site to ensure there is no orphan equipment.
Keep work spaces and shared environments tidy and organized.
Communicate any absences or deviation to scheduled hours in a timely manner.
Communications with all internal and external customers shall be appropriate in tone, format, spelling, and grammar.
Helpdesk
The support desk representative will use all knowledge available to them in order to resolve the issue as it has been reported. In the event that a support desk representative is unable to resolve the issue then the case will be escalated to another department or tier of support as dictated in escalation guidelines.
Document, track, and monitor the problem to facilitate a timely resolution. This includes follow up and validation.
Perform daily checks and walk through of the site to ensure there is no orphan equipment.
Keep work spaces and shared environments tidy and organized.
Communicate any absences or deviation to scheduled hours in a timely manner.
Communications with all internal and external customers shall be appropriate in tone, format, spelling, and grammar.
Helpdesk
***Additional job tasks may be required or duties re-assigned based on client needs.
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