• Job Description

  Req#: R120798

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  Job Title:

  Service Desk Support Analyst 3

  Department:

  ERIK | Office of Research Information Systems

  This position will:

  • Provide expert-level specialized IT service support by diagnosing and resolving complex technical issues related to Microsoft and Apple software, hardware, networks, and systems. Issues may include performance bottlenecks, security vulnerabilities, and advanced configuration challenges via in-person, telephone, remote assistance, or by email to ERIK personnel (Enterprise for Research, Innovation, and Knowledge) in offices located throughout campus and remotely.
  • Handle escalations from 1st and 2nd-level support teams when issues exceed their resolution capabilities. Provides guidance and training to 1st and 2nd-level support teams, helping them to enhance their skills and reduce dependency on 3rd-level support.
  • Analyze root causes and implement fixes or workarounds for complex technical issues.
  • Provide clear communication and timely resolution of their technical concerns to users.
  • Utilize helpdesk software to record work activities and build knowledge repositories.
  • Work autonomously and as part of a team, consulting with ERIK team members and other campus technical expertise to reach timely consensus and resolution of technical issues.
  • Identify and recommend technical and procedural changes to management to improve the efficiency and effectiveness of the ERIK support system and processes.
  • Participate in both ERIK and campus-level technical working groups to establish processes, procedures, and solutions.
  • Ensure and monitor for compliance with all applicable OSU standards and protocols, including the Information Security Control Requirements (ISCR), and maintain a working knowledge of these standards as they evolve.
  • Create and update technical documentation, knowledge base articles, and procedural guides to assist lower-tier support teams and end-users.
  • Other duties as assigned.

  Required Qualifications

  • Bachelor's degree in information systems or equivalent combination of education and experience.
  • Minimum of 4 years of relevant work experience.
  • Extensive demonstrated troubleshooting and analytical abilities for macOS and Windows clients.
  • Working knowledge of Active Directory and networking troubleshooting.
  • Demonstrated knowledge of PowerShell and/or other automation toolkits.
  • Knowledge of asset management and service desk software and processes.
  • Working knowledge of Teams and SharePoint.
  • Excellent written and verbal communication skills with individuals of varying technical expertise.
  • Proven ability to independently research issues and propose solutions.
  • Strong workplace ethics - including punctuality, timeliness, courtesy, follow-through, and teamwork.

  Desired Qualifications

  • 5-8 years of relevant work experience.
  • Extensive knowledge of help desk processes and software such as ServiceNow and OS Ticket.
  • Relevant IT certifications such as Google IT Support Professional or LinkedIn IT Service Desk management, etc.
  • Working knowledge of cloud environments, including AWS and Azure.
  • Experience with project planning and execution.
  • Experience building workflows and tools within the Teams/SharePoint environment.
  • Knowledge of vulnerability management and remediation processes.

  A resume is required to be submitted to be considered for this position. A cover letter is strongly desired.

  Function: Information Technology

  Subfunction: IT Service Support

  Career Level: S3

  Additional Information:

  This position will be located mostly onsite at Mount Hall, with travel around campus as needed, Monday through Friday, during university standard operating hours of 8:00 a.m. to 5:00 p.m.

  The salary range for this position is $58,100 to $77,450. The offer for this position will fall within this salary range based on internal equity, the candidate's qualifications, and the unit's available budget being the primary determining factor.

  Location:

  Mount Hall (0311)

  Position Type:

  Regular

  Scheduled Hours:

  40

  Shift:

  First Shift

  Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

  Thank you for your interest in positions at The Ohio State University and Wexner Medical Center. Once you have applied, the most updated information on the status of your application can be found by visiting the Candidate Home section of this site. Please view your submitted applications by logging in and reviewing your status. For answers to additional questions please review the frequently asked questions .

  The university is an equal opportunity employer, including veterans and disability.

• About the company

  The Ohio State University, commonly Ohio State or OSU, is a public land-grant research university in Columbus, Ohio.

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