IT Service Support Analyst 1

The Ohio State University•Columbus, OH

5d•$25 - $32•Hybrid

About The Position

This position is part of the Labs/Classrooms and Software Licensing team within Engineering Technology Services. Under established procedures and with guidance from the manager or senior team members, the position supports hardware and software used by faculty, staff, and students in the College of Engineering. Responsibilities include preparing computers using standard images, supporting disk encryption and secure network access, documenting assets in approved systems, responding to routine service requests, assisting with inventory and surplus activities, and supporting software license installation, testing, documentation, and renewal processes.

Requirements

Possesses strong problem solving and troubleshooting skills.

Responsibilities

Works to resolve issues and requests submitted to team via email and College’s ticketing system and CMDB.
Engages with other ETS teams when applicable to ensure prompt resolution of customer incident/request; may be asked to resolve incidents submitted to (or on behalf of) other ETS teams.
Assists in audit and inventory compilation including device warranty reporting.
Purchases/renews software applications. Gathers quotes; downloads media; provides updated license files; installs software, tests, and documents installation instructions.
Initiates orders in university multi-purpose management system using established procurement processes.
May be asked to resolve incidents submitted to (or on behalf of) other ETS teams; forms productive relationships with internal customers by listening, clarifying, and responding effectively.
Adheres to Information Technology Infrastructure Library (ITIL) best practice framework to ensure the availability, security and performance of systems and fulfillment of customer Service Level Agreements (SLAs).