Modis in Columbus, OH has an immediate need for one of our direct clients Job Title: Help Desk AnalystLocation: Columbus, OH Description Overview: The IT Center is a full-service technical support center that provides immediate assistance for customers and clients utilizing applications and hardware. The Application Team provides support to Operations, Sales, and Distribution end users, for their application and business tools. This includes the support of proprietary business applications, Windows-based business-to-business products and solutions, management tools, enterprise resource planning systems, standard desktop applications, and the associated hardware platforms, databases, and network connectivity. Essential Functions: Service Center Analyst, End User Client provide technical support and assistance to customers using computer hardware, standard desktop applications or software applications. Associates perform troubleshooting and conduct problem determination to identify problem source and resolve as possible. Support escalation process for business critical applications. Specific Duties, Activites, and Responsibilities: - Answer incoming client and customer calls. - Troubleshoot software and hardware issue via phone. - Train end users in the use of equipment and software. - Acquire and maintain expert knowledge of emerging desktop technologies and software applications. - Fully document all cases in call tracking software and escalate to appropriate queue. - Escalate support call to supervisor as necessary. - Assume ownership of project-related tasks as needed or assigned. - Act as liaison between clients or customers and other IT organizations or external IT vendors. Position Requirements: Education or Equivalent: (Minimum required to perform job) - Minimum two years related experience required in technical support, customer service, or manufacturing/distribution operations. - Call Center Experience Knowledge/Skills Requirements: (List any special requirements to be able to perform job) - Strong Communication Skills ,'" Written and Verbal - Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, Visio, and Outlook - Demonstrated experience supporting customer interactions and troubleshooting - Experience supporting database software such as Fox Pro - Experience supporting proprietary software applications - Troubleshooting web browsers and security settings Physical/Mental Requirements: (List any special requirements to be able to perform job) - Ability to react to dynamic industry and rapid changes in information technology - Flexibility and adaptability - Ability to maintain customer focus in the midst of difficult circumstances - Ability to manage multiple priorities in a fast-paced environment Work Environment: Standard business work environment. Some after hours and weekend work as needed to meet business needs. The organization is a very fast-paced, changing environment. This position requires decision-making capabilities, superior customer service skills, and the ability to work independently. Sensitivity to accuracy, timeliness, and professionalism in all areas of support activity is imperative. Patience, tolerance, and flexibility are very important traits for an individual assuming this role. Strong interpersonal skills are a necessity. Flexibility to work on a varied shift schedule. If you are qualified, available,and interested, email your resume and contact information to Dominique.Dunning@modis.com or Contact Dominique Dunning at 614-781-4052
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