Job Description
Job Description
**Candidates must be located in either Columbus, OH or Des Moines, Iowa.**
Training: M-F 8am-4:30pm
Shifts vary and are assigned after training. These are some we've
seen assigned:
7-3:30 ET
7:30-4 ET
8:30-5 ET
11-7:30 ET
1-9:30 ET
Projected Start Date - Oct 20, 2025
Projected End Date - Oct 20, 2027
Expected Employment Duration - 24+~ months, Opportunity to be a direct hire by the client after 1 year and meeting metrics.
Looking for motivated IT professionals seeking opportunities for advancement with a Fortune 100 company that is looking to expand their service desk operations both locally in the Columbus, Ohio area as well as offering fully remote positions across the US.
Required Skills -
- Helpdesk
- Service Desk ServiceNow
- Troubleshooting IT Active Directory
- Microsoft Office
- Experience working with Microsoft products and troubleshooting
- Ticketing system experience (ServiceNow)
- Good analytical and decision-making skills
- Good verbal and written communication skills
Job Duties - Provides technical support to diagnose, analyze, research, and resolve moderately complex computer incidents for internal and external customers. Responsible for recognizing, researching, isolating, resolving and documenting problems with information systems products and services.
Executes incident and change management processes for moderately complex PC, server, or mainframe applications and hardware.
Provides the preventative maintenance, troubleshooting, root cause analysis, and resolution for moderately complex technical incidents to ensure satisfaction.
Documents and routes moderately complex customer escalation's and recommend appropriate technical team or resource.
Consults with network services, desktop/systems engineering, and/or applications development to restore service and/or identify and correct core systems problems.
Provides ad hoc technical training to customers groups on company technologies, infrastructure, hardware, and software applications.
Performs all other duties as assigned.
Job Requirements - Undergraduate studies in computer science, management information systems or a related field is preferred.
JOB SUMMARY:
Under moderate supervision, performs moderately complex tasks associated with IT Operations.
Tasks include monitoring and operating a computer console and/or online terminals, provisioning and providing first and second tier
technical support to end users on moderately complex issues
regarding computer operations and networks, installations, setups,
error messages, on-line transactions, system status, and
downtime procedures, etc. Participates in problem/change
management activities to minimize impact of service disruptions
on end users.
Key Responsibilities:
Provides technical support to diagnose, analyze, research, and
resolve moderately complex computer incidents for internal and
external customers. Responsible for recognizing, researching,
isolating, resolving and documenting problems with information
systems products and services.
Performs work in adherence with IT Service Management best
practices.
Supports delivery teams in their release activities.
Helps to ensure currency data in configuration management tools
(i.e., Athena,
APRM, ServiceNow).
Administers simple to moderate security vulnerability remediation.
Watches end-to-end production business and flows, paying
special attention to
completion of batch flows and those with financial impact to
ensure data currency.
Installs simple to moderate software upgrades and configures
changes, including
planning, scheduling, testing and coordination.
Supports test environments, including code moves, file creation,
special batch run
creation, configurations changes, batch flow monitoring and online
support, including
the refresh of test data if needed.
Proactively and reactively manages processing events to meet
Nationwide’s internal and external commitments.
Delivers application functionality and services against defined
Service Level
Agreements (SLAs) and Operating Level Agreements (OLA).
Maintains operational knowledge of platforms, technologies and
applications.
Assists in the application or infrastructure production
reporting/analysis and technical
support services.
Communicates routine status of issues/incidents (including
business impact) by
partnering with Enterprise Command Center (ECC) to allow for
immediate response
to service disruptions. Communicates root cause analysis and
critical situation
findings to Technology leaders.
Executes incident and change management processes for
moderately complex PC, server, or mainframe applications and
hardware.
Provides the preventative maintenance, troubleshooting, root
cause analysis, and resolution for moderately complex technical
incidents to ensure satisfaction.
Documents and routes moderately complex customer escalation's
and recommend appropriate technical team or resource.
Consults with network services, desktop/systems engineering,
and/or applications development to restore service and/or identify
and correct core systems problems.
Provides ad hoc technical training to customers groups on
company technologies, infrastructure, hardware, and software
applications.
Performs all other duties as assigned.
Education: Undergraduate studies in computer science
management information systems, business administration,
insurance or related field is preferred.
License/Certification/Designation: Certification in Microsoft or an
equivalent designation is preferred.
Experience: Two years of experience in a related field. Customer
service experience is preferred.
Knowledge-: Proven knowledge of mainframe, microcomputer
and/or network technologies and applications. Must understand
customer business and product environment. Must understand
business systems, data processing, and customer service
concepts and practices.
Skills: Must have good verbal and written communication skills to
effectively interact with customers and all levels of personnel.
Must be able to provide technical support to diagnose, analyze,
research and resolve moderately complex computer problems
while minimizing the impact of service interruptions. Must be able
to analyze moderately complex error conditions and/or abnormal
situations and report malfunctions to management. Must have the
ability to utilize computer operation system software commands to
troubleshoot and resolve moderately complex issues related to
application and hardware/peripherals. Must have good analytical
and decision-making skills.
Desired Skills & Experience -
- Experience working with Microsoft products and services on a
Windows 10 platform
- Ability to work with a ticketing system, ex: ServiceNow
- Good verbal and written communication skills to effectively
interact with customers and all levels of personnel
- Must be able to provide technical support to diagnose, analyze,
research and resolve moderately complex computer problems
while minimizing the impact of service interruptions
- Must be able to analyze moderately complex error conditions
and/or abnormal situations and report malfunctions to
management
- Must have the ability to utilize computer operation system
software commands to troubleshoot and resolve moderately
complex issues related to application and hardware/peripherals
- Must have good analytical and decision-making skills
- Experience providing customer support
- Experience working in a contact center environment
- Desire to expand information technology knowledge and skills
- Focused on continuous learning
- Ability to work under pressure
- Adaptability
- Teamwork skills
- Interpersonal skills
- Attention to details