Help Desk Analyst: Level 2

Onward Search is a specialized staffing and talent solutions company that helps professionals find top jobs with the nation’s leading brands. We’re hiring a Help Desk Analyst: Level 2 for a hybrid role in Columbus, OH. You’ll be joining a global education-focused enterprise organization known for its innovation, collaboration, and mission-driven culture.

In this role, you will support the IT Service Desk team by providing assistance to end users across a range of software, hardware, network, and authentication systems. This hybrid opportunity requires onsite training in Columbus, OH during the initial weeks and occasional onsite presence for meetings and hands-on support thereafter.

Candidate must confirm willingness to attend on-site training and adhere to the hybrid schedule.

Help Desk Analyst: Level 2 Responsibilities:

• Serve as first point-of-contact for IT support via phone, chat, email, and tickets
• Log and track all incidents in ServiceNow
• Troubleshoot end-user issues (software, hardware, network, telecom, access)
• Support desktop systems and assist with basic technical fixes
• Escalate issues when necessary to the proper resolver teams
• Follow established IT and service desk procedures
• Participate in knowledge base documentation and process improvement
• Collaborate with internal IT teams and assist on special tasks as assigned

Help Desk Analyst: Level 2 Requirements:

• 2+ years of IT support experience
• 1+ year in technical support/helpdesk role
• Experience with ServiceNow, AWS, Okta, Active Directory, and Jamf
• Strong communication skills and customer-friendly attitude
• Ability to troubleshoot end-user IT issues
• Team-oriented and able to work in a collaborative support environment
• Professional phone presence; strong problem-solving skills

Perks & Benefits:

• Medical, Dental, and Vision Insurance
• Life Insurance
• 401k Program
• Commuter Benefits
• eLearning and Education Reimbursement
• Ongoing Training & Career Development

*Eligibility requires working over 30 hours per week on an assignment lasting at least 10 weeks.

If you meet the qualifications and are excited about this opportunity, apply today! Our team will connect with you to discuss next steps, support you through the interview process, and advocate for your success.

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About Onward Search

Onward Search is a nationwide staffing agency and talent solutions provider specializing in creative, marketing, and technology professionals. We work with our nationwide clients to continuously pipeline and fill specialized roles. As such, not all jobs contain an application deadline.

Equal Opportunity Employment

We are an equal opportunity employer. We do not discriminate based on race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other protected category. Candidates must be at least 18 years old to be considered for employment.

EOE/M/F/D/V/SO

Inclusive Hiring Practices

We’re committed to making every part of our hiring process accessible and inclusive. If you need any accommodations or adjustments to support you during the application or interview process, please contact us at inclusivehiring@onwardsearch.com.

Employment Eligibility

In compliance with federal law, all persons hired must verify their identity and eligibility to work in the United States. We are unable to support 1099 / Corp-to-Corp / Independent Contractor arrangements. All freelancers will be hired as W2 employees.

Benefits

We offer medical, dental, and vision insurance as well as a 401(k) retirement plan to all eligible full-time temporary employees. Onward Search is a drug-free workplace.

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Virtual Interview Process

To help streamline the hiring process and ensure a more flexible and accessible experience for all candidates, we’ve partnered with Apriora, a virtual interviewing platform. For select job openings, you may receive an invitation to interview with Alex, our virtual interviewer, via email at alex@onwardsearch.com.

Alex will guide you through a brief set of questions to help us better understand your background and interests. The virtual interview can be completed on your own time, and your responses will be reviewed by our recruiting team as part of the screening process.

To learn more about the platform, visit Apriora’s website.

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Job Seeker Scam Alert

We’ve become aware of fraudulent recruiters impersonating Onward Search representatives to collect personal or financial information from potential job seekers. Please be vigilant and always protect your information. Learn more about potential threats and how to protect yourself by visiting our job seeker scam alert page.