Service Desk Analyst

Central Ohio Transit Authority•Columbus, OH

4d•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 issues; and supports audio/visual systems, video conferencing, and tier 1 telephone systems (Teams and NICE). The position advances COTA's Strategic Plan and reflects its values of safety, empowerment, accountability, teamwork, and service in support of the mission of Moving Every Life Forward. The analyst operates the Service Desk and provides end-user system management and user administration across the organization. Responsibilities include troubleshooting and maintaining hardware and software, supporting desktop and mobile device deployments, administering user accounts and security tasks, maintaining documentation and licensing compliance, and supporting a sophisticated multi-location network for local and remote users. The role participates in rotational after-hours on-call support and 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, as well as 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 at the Service Desk.
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 and maintain mailboxes, meeting rooms, and distribution lists; troubleshoot related issues and general performance problems.
Participate in testing new technical applications and upgrades.
Work with the IT Asset Management Analyst to oversee IT equipment inventory and appropriate disposal of end-of-life equipment.
Administer antivirus updates and perform password resets in response to user requirements.
Promote and integrate innovative technical solutions.
Manage end-user systems and user accounts across the organization using Active Directory/Azure AD and Intune.
Participate in deployment, management, and support of desktops, laptops, and tablets.
Provide tier 1 support for Teams and NICE CXOne telephony systems.
Respond to incoming incidents and service requests promptly and efficiently.
Evaluate and deploy upgrades, patches, drivers, and related enhancements.
Develop proficiency with the organization's software and hardware.
Ensure compliance with licensing requirements and maintain thorough documentation.
Perform software and hardware installations and upgrades, file backups, and system and application configuration.
Perform advanced diagnostics and remedial actions.
Maintain a sophisticated network spanning multiple locations and supporting local and remote users.
Promote transparency and teamwork among Service Desk analysts.
Strengthen collaboration between the Service Desk, System Administrators, and other Information Technology team members.
Participate in rotational after-hours on-call support.
Perform other duties as assigned and maintain regular, predictable, and punctual attendance.