TAX - Help Desk Analyst 3 / HDA3 Apply
<p><span style="font-size:14px;"><strong><span style="background-color:#2ecc71;">Role TAX - Help Desk Analyst 3 / HDA3</span><br /> <span style="background-color:#2ecc71;">Location 4485 Northland Ridge Blvd. Columbus, Ohio 43229</span></strong></span><br /> <br /> Complete Description:<br /> Must be able to report onsite in hybrid schedule.<br /> Years of Relevant Experience: 5 plus years field experience<br /> Preferred Education: 4 year college degree in field of specialty<br /> Role Description:<br /> • Provides technical assistance, support, and advice to end users for hardware,<br /> software, and systems.</p> <p>• Provides hands-on technical assistance to business and technical users.<br /> • Investigates and resolves computer software and hardware problems of users.<br /> • Serves as a contact for users having problems using computer software, hardware,<br /> and operating systems, and escalates as necessary.<br /> • Determines whether problem is caused by hardware, software, or system.<br /> • Answers questions, applying knowledge of computer software, hardware, systems,<br /> and procedures.<br /> • Talks with technical and non-technical co-workers to research problem and find<br /> solution.<br /> • Asks user with problem to use telephone and participate in diagnostic procedures,<br /> using diagnostic software or by listening to and following instructions.<br /> • Experienced with a variety of call-tracking software and systems.<br /> • Reads trade magazines and engages in independent study to maintain current<br /> industry knowledge.<br /> • Follow quality standards, and displays strong customer service skills.<br /> • Ability to work in a team environment.<br /> • Complete assigned tasks.<br /> • Strong communication skills; both written and spoken.</p> <p>• Calls software and hardware vendors to request service regarding defective<br /> products.<br /> • Acts as a subject matter expert for one or more custom or COTS applications.<br /> • Talks to programmers to explain software errors or to recommend changes to<br /> programs.<br /> • May work as in-house consultant and research alternate approaches to existing<br /> software and hardware when standardized approaches cannot be applied.<br /> • Tests software and hardware to evaluate ease of use and whether product will aid<br /> user in performing work.<br /> • Write software and hardware evaluation and recommendations for management review.<br /> • Write or revise user-training manuals and procedures.<br /> • Develops training materials, such as exercises and visual displays.<br /> • Train users on software and hardware on-site or in classroom, or recommend<br /> outside contractors to provide training.<br /> • Manage expectations at all levels: customers/end users, executive sponsors.<br /> • Ensure quality standards are followed.<br /> • Monitor the team's open backlog of support issues and re-assign issues as<br /> necessary to ensure they are closed per agreed upon service levels.<br /> • Act as the escalation point for high priority support issues.<br /> • Ability to make recommendations on policies on system use and services.</p>
