Service Desk Analyst

Central Ohio Transit Authority•Columbus, OH

6d•$68,224 - $80,267•Onsite

About The Position

COTA's Service Desk Analyst performs professional tasks to assist end users with company-provided computer hardware, software, and office peripherals. The role provides technical support for laptops, desktops, and Android and iOS tablets, resolves software-related issues, and supports audio/visual equipment, video conferencing, and tier 1 telephone systems (Teams and NICE). The position also advances COTA's Strategic Plan and reflects its core values of safety, empowerment, accountability, teamwork, and service in support of its mission, “Moving Every Life Forward.” The Service Desk Analyst addresses end-user incidents and service requests, troubleshoots and maintains hardware and software across a multi-location network serving local and remote users, manages user accounts and equipment, and participates in after-hours on-call support. The position requires regular, predictable, and punctual attendance.

Requirements

High school diploma or GED.
At least five years of experience supporting hardware such as laptops, desktops, and Android and iOS tablets, and software; or an equivalent combination of education and experience in business or public administration.

Nice To Haves

A+ certification desired.
ITIL certification desired.

Responsibilities

Operate the COTA Service Desk and promptly address and resolve end-user system issues received by phone or ticketing system.
Troubleshoot hardware, software, peripherals, and telephone concerns; install PC peripherals and phones as needed.
Develop and maintain standard operating procedures for desktop systems, including imaging, security protocols, and virtual desktop environments.
Train new employees to use office equipment, voicemail, telephones and softphones, and desktop systems.
Manage and maintain printers on the print server.
Create, maintain, and troubleshoot mailboxes, meeting rooms, distribution lists, and general performance issues.
Participate in testing new technical applications and upgrades.
Work with the IT Asset Management Analyst to oversee equipment inventory and appropriate disposal of end-of-life equipment.
Administer antivirus updates and perform password resets.
Promote and integrate innovative technical solutions.
Manage end-user systems and user administration across the organization using Active Directory/Azure AD and Intune.
Assist with deployment and management of desktops, laptops, and tablets.
Provide tier 1 support for Teams and NICE CXOne telephony systems.
Respond promptly and efficiently to end-user incidents and service requests.
Evaluate and deploy upgrades, patches, drivers, and related enhancements.
Learn the software and hardware used and maintained by the organization.
Ensure licensing compliance and maintain documentation.
Perform software and hardware installations and upgrades, file backups, and system and application configuration.
Perform advanced diagnostics and remedies.
Maintain a sophisticated, multi-location network serving local and remote users.
Promote transparency and teamwork among service desk analysts and strengthen collaboration with system administrators and other IT team members.
Participate in rotational after-hours on-call support.
Perform other duties as assigned and maintain regular, predictable, and punctual attendance.