Job Summary

ECC Shared Services

  • Location:
    Columbus, Ohio
  • Job reference:
    US_EN_6_17438_60116751
  • Category:
    Help Desk/Technical Support
  • Contract Type:
    Contract/Temp to Hire

 
Job Summary: Under direct supervision, performs routine tasks associated with IT Operations. Tasks include but are not limited to observing and reacting to system monitoring, hosting technical calls, drafting technical updates, processing timely escalations according to a defined process, and accurately completing all applicable documentation in connection with high priority IT-related incidents.
 
Core Duties and Responsibilities:
1. Observes and reacts to system monitoring tools.
2. Utilizes telephone conferencing, instant messaging, and web based utilities to coordinate trouble shooting efforts in response to unplanned IT outages.
3. Monitors resolution efforts during high priority incidents and logs key events.
4. Drafts and communicates technical updates during high-priority IT outages and Critical Situations.
5. Works with programming and development teams in order to understand the efforts being undertaken to resolve an outage.
6. Initiates stakeholder calls and communicates the outcomes of said calls accordingly.
7. Actively contributes in the creation of process documentation as assigned.
8. Facilitates after hour requests for urgent changes or change extensions impacting the production environment.
9. Answers incoming telephone calls for the Enterprise Command Center (ECC) and directs callers to the appropriate team when needed.
10. Performs all other duties as assigned.
 
Minimum Job Requirements: Undergraduate studies in Business or Technology, or an understanding of IT methodologies and best practices strongly preferred.
 
Skills: Must possess strong written and verbal communication skills to effectively interact with customers and all levels of personnel. Must be able to maintain a professional demeanor during high stress situations and be able to multitask in a high pressure environment. Qualified individuals should be able to deal well with ambiguity and be able to work through the unknown. Basic understanding of technical terminology is helpful, as well as the ability to quickly learn and understand new concepts in order to convey these concepts to others in written form. Must have basic computing skills.
 
Working Conditions: Non-standard schedule consisting of rotating shifts of 12 hours, three days per week. Extended periods on personal computer (PC) and telephone.
 


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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Equal employment opportunity information:
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