IT Service Support Technician 2
The Ohio State University

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Job Title:IT Service Support Technician 2Department:OCIO | Customer Solutions

Responds to and diagnosis problems through discussions with users. Performs analysis and assists in a variety of service desk activities including, but not limited to, providing support for customers and end users of OCIO services; guiding end users through troubleshooting procedures; processing and escalating service requests; and providing technical assistance in the setup, installation, and configuration of desktop software and hardware. Service Desk analysts answer customer calls, respond to emails, escalate records to Tier 2 analysts and/or service owners, may perform onsite support, and provide follow up to customers as needed. May be asked to maintain knowledge base articles and provide assistance during major incidents. They are also responsible for determining the needs of faculty, staff and students and the proper support of those needs. Take ownership of all interactions, utilize appropriate follow-through, providing timely feedback. Use the Incident management and Request Fulfillment processes along with the Knowledge Management tool as designed. Identifies opportunities for improvement.

While primarily remote, this role may require occasional onsite presence.

Required Education and Experience:

• High School Diploma or GED.

• One year Help Desk/Operations experience, or an equivalent combination of education and experience.

• Must possess excellent phone-based communication skills.

• Working knowledge and experience with desktop hardware and peripheral units or components and their connectivity in a wired or wireless environment, PC and computer terminology, computing technologies, PC operating systems, and applications, is required.

Desired Education and Experience:

• Working knowledge of and experience with Microsoft Operating Systems and Microsoft Office products is preferred.

• Prior experience in a direct customer service role via the telephone is preferred. Industry Certifications are a plus.

Additional Information:

The Targeted Hiring Range for this position is $19.09/hour to $25.10/hour

Function: Information Technology

Subfunction: IT Service Support

Band: Technical

Level: T2

Our goal is to foster a community of professionals with diverse skills, experiences and backgrounds who actively collaborate to support the mission of the Ohio State University. We are committed to personal and professional growth of individuals as they achieve their highest potential and support others along the way. In an ever-changing technology landscape our employees are flexible, innovative, and adept problem-solvers.

This role primarily operates during FIRST shift business hours; however, occasional assignments to work weekends, second or third shift, and some holidays may be necessary to accommodate business requirements. You will be eligible for differential and/or holiday worked pay as outlined in Ohio State University's Scheduling work and Overtime Policy and Shift Differential Pay Guidelines located at:

https://hr.osu.edu/wp-content/uploads/policy610.pdf

https://hr.osu.edu/wp-content/uploads/shift-differential-pay-guidelines.pdf

Location:Mount Hall (0311)Position Type:RegularScheduled Hours:40Shift:First ShiftFinal candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

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The Ohio State University is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, disability, ethnicity, gender identity or expression, genetic information, HIV/AIDS status, military status, national origin, race, religion, sex, gender, sexual orientation, pregnancy, protected veteran status, or any other basis under the law.

Applicants are encouraged to complete and submit the Equal Employment Identification form.

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