State of OH- DAS MARCS Service Desk 1 (804966)

Title/Role: Service Desk

Work Location: Columbus OH 43221

This will be a second shift position 3:00 PM to 11:00 PM straight 8. Meaning they eat lunch while on duty at their workstation. Tuesday night through Saturday night.( End of work week is Saturday night @ 11:00 PM)

JD:

May be asked to work overtime to cover other Staff at times however probably very seldom will happen.

Provides call center maintenance and documentation support to information system users and/or IT specialists (e.g. enters meta-data into repositories performs loading validation executes unit or system test scripts provides maintenance support for application software develops organizes files and maintains platform specific documentation).

Knowledge of: (1) computers & electronics;(2) oral & written communication tools & techniques; (3) customer support & personal service; (4) telecommunications (e.g. Microwave wireless fiberoptic); (5) IT security principles & methods; (6) Motorola MCC 7500 Radio Console; (7) MARCS tower sites safety practices (e.g. HVAC door alarms etc); (8) operating systems installation & configuration procedures; (9) network standards protocols & procedures; (10) platform usage; (11) capabilities of network equipment including routers switches bridges & related hardware; (12) back-up & recovery techniques; (13) technical writing & documentation practices.

Skill for: (14) reading comprehension; (15) speaking; (16) service orientation; (17) installation; (18) troubleshooting; (19) critical thinking; (20) systems evaluation & operational / systems monitoring.

Ability to: (21) transport items up to 50 lbs; (22) operate help desk software (e.g. Service Now Salesforce & Remedy Cisco Finesse Jabber (for call center) IRIS Powershell Genesis UEM Grafana MS Office 365 apps. (23) carry out instructions in written oral or picture form; (24) understand manuals & verbal instructions technical in nature; (25) stay abreast of current technologies in area of IT assigned; (26) deal with problems involving several variables in familiar context