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The Service Desk Specialist job family supports a 24x7 environment responsible for data center monitoring and help desk support. The Network Operations Center (NOC) supports operation of the Data Center to ensure enterprise system availability for 6000+ employees. Critical functions include batch recovery, environmental and alert monitoring, as well as high severity incident management and escalation.
Help Desk support is after hours support work responsible for providing best effort resolution, resolving the majority of issues on first call, gathering appropriate problem/symptom information, documenting troubleshooting steps, assessing customer impact and escalating to next level when necessary.
This position will be required to work outside normal hours in support of operational and critical business requirements including weekends, evenings, and holidays.
Responsibilities in this position include:
Assess, analyze and resolve customer’s technical issues through telephone support.
Responsible for routine support of Data Center operations, alert monitoring, and first response alert resolution.
Assist with Data Center environmental tasks.
Responsible for 24x7 notification of on-call support teams.
Responsible for batch monitoring and problem detection.
Responsible for direct, world class customer support of desktop environment, which includes, but is not exclusive to computers, printers, and telephones.
Ability to determine end user’s needs and competency level and adjust communication style appropriately.
Participate and pilot new software and hardware being deployed to our business customers.
Write problem/solution information in the form of a knowledgebase entry.
Rigorously follow a defined staffing schedule to assure optimal customer service.
Immediately escalates urgent and high priority problems as per defined procedures.
Work as a team, or independently to achieve NOC performance goals and increase individual productivity.
Provide additional support to all other IT areas as requested by Team Supervisor.
Qualifications and experience should include:
The Service Desk Specialist - NOC would have one-year Data Center and/or Help Desk industry experience, with technical certifications a plus, including A+, N+, MCSA desired, ITIL certifications a plus, experience with Incident and Problem management or an equivalent combination of technical education and customer service experience may substitute for one-year service desk/NOC experience.
Demonstrated technical aptitude together with the ability to learn quickly and effectively prioritize multiple issues.
Excellent communication skills, a positive phone presence and unwavering commitment to customer service are essential.
Familiarity with current network technology, desktop technology industry standards and trends.
Good knowledge and understanding of mainframe and distributed systems, operating systems, and network components.
Superior problem-solving skills and a unique combination of customer service, communication and technical abilities.
Ability to resolve technical issues by using standard troubleshooting methods including remote control.
Ability to monitor and escalate batch/system problems as well as Data Center hardware and environmental problems.
Attention to detail, administration, and demonstrated organizational skills required.
Ability to make determinations quickly and work well under pressure in a high stress environment.
Ability to maintain a positive and constructive attitude.
Ability to adapt to change and work effectively in a dynamic work environment.
Demonstrated ability to type 35 wpm.
Demonstrated experience in monitoring jobs and performance on multiple platforms (mainframe, mid-range, UNIX/Linux, Windows) and associated communication networks (LAN WAN).
ITIL certifications a plus, experience with Incident and Problem management.
Experience using Remedy or other similar incident tracking software.
Experience with Control-M/EM, Solar Winds, New Relic, xMatters, Aternity a plus.
Experience with scripting or programming a plus, I.E, JCL, Peral, Java, Powershell, Bash.
Proficient in the use of a personal computer and software tools such as MS Word, Excel, PowerPoint, Access, and Visio.
Must be able to lift 30 pounds.
No unusual working conditions.
Work primarily performed in office environment.
May be required to work overtime.
Will be required to work outside normal hours in support of operational and critical business requirements including weekends, evenings, and holidays.
This position is available at level I - III DOE.
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