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SOC Analyst I

4 months ago

Cleveland, United States Fortress SRM Full time

Job Description

The service desk analyst is responsible for reactive customer request management. Provides basic support and troubleshooting such as password resets, printer configurations, ticketing routing, and escalation. The position operates on a rotating schedule in support of operations 24 hours a day, 7 days a week. Hours to be determined based on need of the service desk.

  • Provide exceptional customer service and technical expertise on inbound calls and tickets generated by our customers
  • Troubleshoot issues relating to: Windows domains and workgroups
  • Windows networking (mapped network drives, shared folders, printers, etc.)
  • Active Directory
  • User profile creation and modification
  • Onsite Exchange and hosted Exchange environments (Office 365, Google Apps)
  • Microsoft Office Suite (2007-2016)
  • Windows 7/10, macOS
  • Third party applications with the assistance of the vendors support staff
  • Perform support remotely to our managed services customers using our remote monitoring and management tools
  • Log time entries and notes for support and maintenance performed
  • Provide customers with timely written and oral updates regarding their support cases
  • Ensure all tickets worked include the problem, the solution, the end-user, initiation and completion time, and end-user satisfaction
  • Follow outlined escalation procedures

Qualifications:
Qualifications

Experience and Educational Requirement :

  • Required:
    • Bachelors degree in computer science, management information systems
    • OR Associates degree plus 1 year of work experience
    • OR 2 years of work experience
  • Preferred:
    • CompTIA A+
    • MCSA Windows 10
    • Office 365
    • Active Directory

Skills and Attributes Requirements:

  • Must be a team player with excellent communication skills and possess the ability to manage assignments independently
  • Must have the ability to also work collaboratively when necessary
  • Must be comfortable working in a fast-paced and high-energy environment.
  • Strong decision making and problem-solving abilities
  • Individuals must possess exceptional organizational skills and the ability to handle multiple tasks concurrently
  • Candidates must be reliable and punctual

Physical Requirements:

The physical requirements of this job include frequent sitting with occasional walking around, carrying light objects, grasping and reaching for things, rare stooping/crouching, clarity of vision, speaking and listening ability. The mental requirements of this job include general intelligence, motor coordination skills, coordination of hands, eyes and feet, verbal and numerical intelligence. The workplace environmental conditions are that of a temperature controlled and clean office setting. Occasional driving to other office or customer locations.

Additional Information

All your information will be kept confidential according to EEO guidelines.