Service Desk Analyst

Make a real difference for end users by supporting the technology that keeps Central Ohio Transit Authority running. This onsite Service Desk role in Columbus, OH combines hands-on technical troubleshooting with service-focused collaboration across the IT team. You will work within the COTA Service Desk, helping resolve hardware, software, and communications issues while supporting office peripherals, audio/visual, and video conferencing needs.

Salary: USD 68,224 - 80,267 per year. Location: Columbus, OH (onsite). Experience: 5+ years. Education: High School Diploma or GED.

What you’ll do

• Operate the COTA Service Desk by addressing and resolving end-user system issues through the Service Desk phone number or ticketing system.
• Troubleshoot hardware and software problems, including peripherals such as digital display devices and docking stations, plus telephone-related concerns; install PC peripherals and phones as needed.
• Support desktop systems using standard operating procedures (SOP), including standard imaging, security protocols, and Virtual Desktop environments.
• Provide training for new employees on office equipment, including voicemail, telephones/softphones, and desktop systems.
• Maintain printers on the print server, and manage mailbox and meeting room issues such as distribution lists and performance tuning.
• Assist with testing for new technical applications and upgrades, and evaluate and deploy upgrades, patches, drivers, and related enhancements.
• Collaborate with the IT Asset Management (ITAM) Analyst to oversee IT equipment inventory and ensure proper disposal of end-of-life equipment.
• Administer anti-virus updates, complete password resets, and perform software or hardware installations, enhancements, and file backups.
• Support user administration and end-user system management across the organization using Active Directory / AzureAD and Intune; support deployment and assistance for desktops, laptops, and tablets.
• Provide tier 1 telephony support for Microsoft Teams and NICE CXOne.
• Handle incoming Incident and Service requests promptly, perform advanced diagnostics and remedies, and maintain reliable service for a network supporting local and remote users.
• Participate in rotational on-call after-hours support and perform other duties as assigned, including regular, predictable, and punctual attendance.

What you bring

• High School Diploma or GED and at least five (5) years supporting hardware such as laptops, desktops, and tablets (Android and iOS) and software, or an equivalent combination of education and experience in business or public administration.
• A+ Certification desired.
• ITIL Certification desired.

Tools you’ll use

• Android, iOS, Active Directory, AzureAD, Intune
• Virtual Desktop environments
• Microsoft Teams
• NICE CXOne, NICE

Benefits and support

• Medical, Vision, Dental, Supplemental and Life Insurance
• Paid Parental Leave
• Employee Discounts
• COTA Bus Pass
• Wellness Initiatives
• On-Site Chair Massage
• On-Site Health Coach
• Tuition Reimbursement
• Student Loan Repayment Program
• Public Pension through OPERS & Ohio Deferred Compensation

Position Summary: The Service Desk Analyst performs professional tasks assisting end users with company-provided computer hardware, software, and office peripherals. The role supports staff with laptops, desktops, and tablets (Android and iOS), resolves software issues, maintains and supports audio/visual and video conferencing, and delivers tier 1 telephone support (Teams and NICE).