Job Details

Service Desk
Mostly Onsite (Remote on rotation is possible)
Must be an Ohio resident

Description:
DSI is searching for a Service Desk resource with an active CompTIA A+ certification. These agents ideally have IT Level 2 and Level 3 support experience.

Responsibilities:
Consultant Service Desk team is on-call as they run a 24x7x365 public facing call center.

Responsibilities:

• Technical troubleshooting annual certifications (examples include CompTIA, A+ Network + and Security+, ITIL foundations, Kepner/Trego IS/ IS Not technical trouble shooting or other advanced certifications).
• Employee installs and maintains desktop computer system and connectivity to the infrastructure, local and wide area networks throughout the agency; analyzes and troubleshoots the performance issues of the desktop; coordinates information between end-users and IT staff to maintain a fully functioning desktop; documents issues and processes to isolate a component of failure before escalating to a senior technician. The employee will help the agency achieve CFSR standards and help ensure service delivery that focuses on Safety, Permanency and Well-being for the families served by the agency.
• The employee is committed to practicing cultural competence by: working respectfully and effectively with people of all cultures, classes, races, genders, ethnic backgrounds, religions, sexual orientations, mental and physical abilities, ages and appearances in a manner that recognizes, affirms and values the worth of individuals, families and communities and protects and preserves the dignity of each.
• The employee will adhere to the agency's Guiding Principles by serving as a child welfare professional, valuing every child, honoring families, and valuing partnerships.
• 75% Technical troubleshooting/resolution of calls/incidents and tickets as it pertains to networking and software problems; consults with users on possible solutions. Closes tickets/requests and updates other needing tracking mechanisms timely. Deploys and installs approved hardware/software. Completes computer imaging and reformatting hard drives. Provides strong customer service focused on clear communication and timely follow through.
• 20% Provides maintenance and documentation support to agency employee and associates; enters meta-data into repositories (such as Ticket system, MACI); troubleshooting of "Help Desk" support calls as it pertains to designated connectivity, hardware and software.
• Performs loading validation of software; executes unit or system test scripts; provides maintenance support for application software; develops, organizes, files, and maintains platform specific documentation. Generates enhancements for existing infrastructure, software or database systems in compliance with specifications and standards; creates and/or modifies program modules; creates database diagrams; writes standard queries; writes test cases and/or scripts for unit and systems testing; verifies unit and system test results to ensure software is producing desired results. Participates in IT advanced training/certification, supervisory conferences and other department/agency meetings as needed.
• 5% Performs other related duties as assigned.

Requirements:

• Active CompTIA A+ certification, relevant industry experience and local to Columbus, OH is required.
• Technical institute degree/certificate in Computer Science or Information Systems or equivalent work experience.
• Minimum 18 months combined work experience in any combination of the following: computers and/or telecommunications software/hardware, applications, support products, projects or databases for small scale systems or programs or pieces of larger systems or programs including 12 months related work experience.
• Ability to transport/lift up to 50 lbs.
• Need basic IT fundamental knowledge as well as different pillars such as Security, Network, Application and Active Directory.
• Need to understand the Seven Layers of OSI and ID the component of failure to articulate when escalation is needed.

Desired Skills/Experience:

• 2 years experience with PC based applications with all standard office productivity tools, network print management exp.
• Experience in any combinations of the following: Service Now, Remedy, Altiris, Help Desk Authority.
• Knowledge of basic IT Identity management and IT security processes, configuring upgrading or installing ERP client based application components (examples include AX, .NET, DocuSign, and other Microsoft products).
• Strong communication skills both verbal and written.

ADA Requirements:

• Equipment in use in Job Performance: Personal Computers, servers, network components, telephones, calculator, copy machines, printers, faxes, cell phones and common writing devices. Must be able to lift 50 pounds. Must be able to work from a step ladder.

About Diversified Systems
Founded in 1990, Diversified Systems is an award-winning Technology Services corporation providing all levels of IT project consulting services nationwide. DSI is headquartered in Columbus, Ohio with regional offices in the American Midwest and East Coast. We offer our consultants a number of flexible and competitive compensation benefit packages.

Diversified Systems is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations.

Diversity, Equity and Inclusion
DSI values authenticity and is committed to making sure our employees and partners are valued and respected. At DSI, we believe building a diverse culture is important because we know when people work together, we can achieve better results as a team. DSI realizes that everyone comes from various backgrounds. We celebrate these differences because our employees are our greatest asset as we strive to best meet the needs of those we serve. As part of our ongoing efforts, DSI is focused on advancing equality, diversity, and inclusion by setting high standards to continually evolve our culture. This includes but is not limited to recruiting, community involvement, client delivery, and career development.