Enterprise Operations Center Tier 1 System Support Analyst
4 weeks ago
The Enterprise Operations Center (EOC) is seeking a highly skilled Enterprise Operations Center Tier 1 System Support Analyst to join our team. As a key member of our Service Desk staff, you will be responsible for monitoring and responding to incidents, escalations, customer service, and coordination of all customer-related activities including troubleshooting calls and scheduling of operations & maintenance activities.
Key Responsibilities
Manage, track, report, process, and assign tickets daily.
Responsible for opening, tracking, and closing tickets.
Review tickets daily and reprioritize as needed to ensure compliance with Service Level Agreements (SLA).
Define and classify level, priority, and nature of problem, request, and/or issue.
Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests.
Actively manage incident tickets and provide status updates on each ticket per SLA.
Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue.
Ability to craft technical and professionally written outage notifications and updates to incident stakeholders.
Conduct continuous improvement service desk support and update knowledge base as required.
Perform systems administration troubleshooting and support.
Requirements
Hands-on experience running Linux commands and working with Windows servers (> 2 years).
ITSM products (i.e. Remedy) CRQ/WO/INC/KMS management.
Hands-on experience being part of an IT service desk team.
Excellent written and communication skills required; excellent customer service aptitude.
Ability to multi-task: manage a conference call and take notes at the same time.
Must have schedule flexibility.
Applicant must be a U.S. Citizen, and be able to pass a Public Trust Assessment
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