Infosys is hiring: IT Helpdesk Support in Columbus

Overview

IT Helpdesk Support role at Infosys. The role involves Level 1.5 and Level 2 Tech Support, interfacing with key stakeholders to apply technical proficiency across aspects of the Helpdesk Support spectrum.

Responsibilities

• Set up new and existing File transmission jobs for the organization/3rd parties.
• Troubleshoot and resolve File transmission job failures and liaise with the File transmission development team.
• Continuously track and monitor job monitoring tools for warnings or errors and report them as required.
• Work on Incident management using ServiceNow; handle escalations from Level 1 Helpdesk agents.
• Create and maintain Helpdesk knowledge documentation; contribute to quality control and continuous improvement.
• Support On-Call Service responsibilities.
• Assist in Password and access management.
• Provide coaching and training to Level 1 Supervisors in a changing environment.

Qualifications

• Candidate must be located within commuting distance of Columbus, Ohio or be willing to relocate to these areas.
• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• At least 1 year of experience in Information Technology.
• At least 1 year of experience in Helpdesk support, File transmission administration and job monitoring tools.
• Proven experience in a technical support role, particularly with file transmission system.
• Strong knowledge of file transmission protocols (e.g., FTP, SFTP, FTPS) and related software and job monitoring tools.
• Knowledge of ticketing systems and service desk tools.
• Ability to coach and train Level 1 Supervisors; ability to analyze and interpret data.
• Experience setting up file transmission jobs for the organization/3rd parties and troubleshooting related failures.
• On-call service capabilities and ability to manage incidents and priorities.
• Experience with ServiceNow and basic incident management.
• Authorized to work in the United States without employer-based visa sponsorship (Infosys cannot sponsor for this role).

Preferred Qualifications

• Knowledge of ITIL processes.
• Experience with enterprise-level file transmission systems and security protocols.
• Experience with job monitoring tools, password management, and ServiceNow ticketing system.
• Relevant certifications such as CompTIA Network+, CompTIA Security+, or similar.
• Good communication and analytical skills; experience in a Global delivery environment.

Workload and Requirements

The job entails sitting as well as working at a computer for extended periods. Travel may be required as per job requirements.

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we steer our clients through their digital journey by enabling the enterprise with an AI-powered core and agile digital at scale to deliver performance and customer delight. Our learning agenda drives continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO

Infosys provides equal employment opportunities to applicants and employees without regard to race, color, sex, gender identity, sexual orientation, religious practices and observances, national origin, pregnancy, childbirth, or related medical conditions, status as a protected veteran or spouse/family member of a protected veteran, or disability.

Job metadata

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting