Help Desk Technician
Job in
Columbus, Franklin County, Ohio, 43224, USA
Listed on 2026-06-02
Listing for:
OtterBase
Full Time
position Listed on 2026-06-02
Job specializations:
-
IT/Tech
HelpDesk/Support, IT Support, Technical Support, Desktop Support
Job Description & How to Apply Below
The Service Desk Analyst is responsible for providing excellent customer service and technical support to end-users. They play a crucial role in diagnosing and resolving problems, guiding users through troubleshooting procedures, and ensuring smooth operation of desktop software and hardware.
Key Responsibilities:
- Respond to customer calls and emails, addressing inquiries and technical issues promptly and professionally.
- Analyze and diagnose problems through effective discussions with users, ensuring accurate issue identification and resolution.
- Assist end users in setting up, installing, and configuring desktop software and hardware components.
- Process and escalate service requests to Tier 2 analysts and service owners when necessary, ensuring appropriate resolution pathways are followed.
- Follow up with customers to ensure satisfaction and verify issue resolution.
- Maintain and update knowledge base articles to enhance the availability of self-help resources for end users.
- Actively participate in major incident response, offering assistance and expertise as needed.
- Take ownership of all interactions with customers, ensuring appropriate follow-through and timely feedback.
- Utilize Incident Management and Request Fulfillment processes and the Knowledge Management tool as designed.
- Proactively identify opportunities for service improvement and operational efficiency.
- High level of technical proficiency in desktop software and hardware setup, installation, and troubleshooting.
- Excellent communication and customer service skills, with the ability to convey technical information clearly to non-technical users.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Familiarity with Incident Management and Request Fulfillment processes is preferred.
- Knowledge of Knowledge Management tools and practices is a plus.
- Ability to work collaboratively with other team members and provide support during major incidents.
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