30 Sep
Ohio,
Taft
, 45236
Taft
USA
Vacancy expired!
Service / Help Desk AnalystSCHEDULE IS 3 WEEKS ONSITE, 3 WEEKS REMOTE:Wed, Thur, Fri rotating Sat 7PM – 7AMOur Analysts are a valued member of the Managed Services team providing daily system support for desktop hardware, operating systems and applications, installation, and modifications. Analysts troubleshoot system and end user problems, act as the primary contact for customers for monitoring and job scheduling of the customer environment, manage user accounts, perform limited desktop maintenance, research and develop effective and logical solutions considering operational policies and information assurance requirements.Responsibilities:Accept and log customer callsMonitor events / notifications via the monitoring toolsTriage customer calls per specified severity levelsExecute first attempt to resolve the customer callRefer customer call to the appropriate level two/three support groupTrack the progress of customer calls during entire lifecycle (from start to end) to ensure the call is resolved within the agreed Service Level Agreement (SLA)Update the customer call record or incident ticket as requiredEscalate customer calls to the appropriate management level when thresholds are violatedClose customer calls and tickets upon completionCommunicate, internally and externally, the status of the call directly with the customer or broadcast to a larger audience as defined per SLA.Perform account management services – User Account creates/disables/terminations/name changes, etc.Monitor production system jobs/batch management within Customer Job Scheduler to include investigation and resolution of production errorsFulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)Distribute daily turnover reports to customers as neededCommunicate response times for dispatched tickets to the customersManage service requests ensuring adherence to SLAAssist with cross training of Service Desk team members as neededQualifications:2-3 year’s technical helpdesk or technical call center experience requiredCompTIA A+ certification requiredHands-on work experience with the following:Windows Operating SystemsMAC Operating SystemsKnowledge of Active Directory, O365User account management for Active Directory, O365/Exchange Mailboxes, distribution listsRemote desktop connectivityMS Office Suite (Word, Excel, PowerPoint, Outlook, Project, and Visio)Internet browsers (Explorer, Chrome, Firefox)VPN and remote dial-in users2-factor authentication, soft tokensSupport for laptop, desktops, and printersSmartphone supportExecute basic queries and administrative tasks for MS SQL, helpfulOther:SharePoint, Adobe Acrobat and other common desktop applicationsExperience with monitoring tools/applications like LogicMonitor, Nagios, etc.Job scheduler applications like Tidal or AutosysWhy AHEADThrough our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.We understand that you have a life outside of work. That’s why we offer flexible paid time off, paid company holidays, and the ability for you to manage your work schedule as needed.
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