Senior Network Operations Center Specialist
4 days ago
Department: Technical Services
Title: Senior Network Operations Center (NOC) / Help Desk Specialist (Asst. Team Lead)
Reports To: Team Lead Network Operations Center (NOC) / Help Desk & After Hours
Status: Full-Time & Part-Time
Classification: Non-Exempt
SUMMARY
The NOC / Help Desk Specialist will work with a team and independently in our Network Operations Center to support our clients in the public and private sector.
The Specialist will serve as a first line of support to quickly and professionally resolve client support requests. They will also perform a variety of maintenance, software installation, and end-user training tasks to ensure the client's needs are met.
In addition, they will provide support to client staff by troubleshooting technical problems, advising users on appropriate action, and making decisions about escalation to resolve client technical issues.
They must perform responsibilities in accordance with all company standards, policies, and procedures.
Key Responsibilities:
- Communicate effectively and respectfully with end-users and co-workers
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Respond to queries either in person, over the phone, or by email
- Train end-users
- Prepare work schedules for After Hours Helpdesk staff
- Assist with staff scheduling
- Maintain confidentiality of all client information being processed or accessed
- Investigate user problems and identify their source; determine possible solutions, test, and implement solutions
- Work with the team to manage the Help Desk Ticket Board and ensure performance/target metrics are maintained
- Analyze support data on a regular basis to identify trends and make recommendations to improve any process
- Responsible for dispatching calls/tickets to the helpdesk team in order to meet client SLA
- Provide team assistance, as needed, when the Team Lead is unavailable
About Huber & Associates:
As an information technology company, Huber & Associates is in the business of innovation where we investigate, learn, and implement new technologies and solutions regularly.
In our business, we select hardware and software vendors who line up with our core values and core traits, and we use those relationships to create excellent solutions for our clients.
We are committed to excellence in our internal company operations as well as in our business practices.
We are a Woman Owned Business Enterprise (WBE) certified by the state of Missouri.
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