Company Name: Brooksource
Location: Columbus, OH, United States
Job Type: Full-time, Contract
Salary Range: $23.00 hourly
Industry: Customer Service / Media
Job Overview
Brooksource is a leading IT services and consulting firm dedicated to connecting top talent with impactful projects. We are seeking a highly motivated and customer-focused 3rd Shift – IT Service Desk Analyst to join our team, providing essential support for a key client in Columbus, OH. This Full-time Contract role offers a unique opportunity to deliver exceptional IT service and support experiences, ensuring customer satisfaction with every interaction within a 24/7/365 operational environment.
As a Service Desk Analyst, you will be the face of IT, providing crucial Level 1 and Level 2 support to the entire company. Your responsibilities will span incident, problem, request, and knowledge management, covering end-user software, hardware, mobile devices, enterprise and business applications, and telecommunications. If you possess a strong commitment to outstanding service, thrive in a dynamic environment, and are eager to contribute to a leading media organization, Brooksource invites you to apply for this vital night shift position.
Key Responsibilities
- Actively participate in all Service Desk core responsibilities, providing both remote support (via phone and ticket queue) and onsite support (through kiosk/walk-up desk).
- Deliver exceptional customer experiences by providing prompt, friendly, and professional technical support for the environment.
- Provide accurate, complete, and timely resolutions for technical issues, escalating unresolved issues appropriately when outside Service Desk scope.
- Ensure thorough ticket follow-up on all resolved issues, confirming successful resolution with end-users before closure and maintaining clear communication.
- Consistently utilize the Service Desk knowledge management system when triaging incidents, identifying gaps, and contributing by creating and maintaining knowledge articles.
- Accurately create and maintain user accounts and manage access permissions as defined by organizational protocols.
- Actively participate in Service Desk team meetings and activities, fostering collaboration and continuous improvement.
- Display flexibility by providing support during peak times, as well as covering for team members during vacations or sickness, ensuring uninterrupted service.
Minimum Qualifications
- Education: Associate degree in Information Technology, MIS, Business, or equivalent.
- Years of Experience: 0-2 years overall.
- Knowledge & Skills: Approximately 1 year of experience in an Enterprise Service Desk and/or technical support environment, demonstrating proficiency in handling technical issues and providing IT support.
- Customer-Focused Support: Minimum of 1 year of experience in a customer-focused support environment, with a strong commitment to providing outstanding service and building positive relationships with end-users.
- Familiarity with using a ticket management system to track, prioritize, and resolve incidents and service requests efficiently.
- Communication Skills: Excellent verbal and written communication skills, with the ability to clearly explain technical concepts to a diverse audience and partner effectively with various teams.
- Industry Standard Software Support: General experience with industry-standard software and applications, including Microsoft Office programs, Adobe Reader/Acrobat, Apple iOS, Google Chrome, Microsoft Edge, Remote Desktop Connection, and telephony systems (e.g., Genesys, Avaya).
- End User Hardware Knowledge: Familiarity with common end-user hardware, including Dell and Mac laptops/desktops, office printers, and other computer accessories.
- Network Support Knowledge: Basic understanding of common network support issues related to LAN/WLAN.
- Certification Preferences: A+ Certification is preferred, demonstrating foundational knowledge in IT support and hardware troubleshooting.
Salary and Benefits
This Full-time, Contract 3rd Shift – IT Service Desk position offers a competitive hourly salary of $23.00 per hour, with expected hours of 40 per week. Brooksource is dedicated to supporting our consultants, providing comprehensive benefits during the contract term. Benefits typically include health, dental, and vision insurance options, opportunities for professional development, and a supportive team environment focused on your success in this critical role.
Working Conditions
This is a Full-time, Contract position based in Columbus, OH, United States, primarily working the Night shift. The role operates on a hybrid remote model, requiring the ability to commute to Columbus, OH 43219. You will provide both remote support (via phone and ticket queue) and onsite support (through kiosk/walk-up desk). The environment is fast-paced and operates 24/7/365, requiring adaptability and a willingness to provide flexible coverage during peak times or for team member absences. You will utilize various IT tools, software, and communication systems to diagnose and resolve issues.
Why Work with Us
At Brooksource, we believe in connecting top talent with impactful projects that truly make a difference. For this 3rd Shift – IT Service Desk role, you’ll join a team contributing to a prominent Media client, playing a direct role in empowering their entire workforce through seamless IT support. This contract opportunity provides a unique chance to gain valuable experience in a dynamic IT environment, enhance your technical troubleshooting skills, and grow your expertise across a wide range of hardware and software.
You’ll be part of a supportive and collaborative team that values exceptional customer service and continuous improvement. If you are a driven and customer-focused individual seeking a challenging night shift role where your technical skills make a tangible impact on daily operations, Brooksource offers a clear path for your career growth in Information Technology and Customer Service.
