Sr. Service Desk Analyst

Charlotte, NC

Post Date: 01/12/2018 Job ID: JN -012018-420 Skill Set: Infrastructure
The Sr. Service Desk Analyst (Service Desk Analyst III) is responsible for monitoring multiple customer sites at any one time and providing basic Layer 1-3 troubleshooting of both network and systems. Responsibilities include ticket management and all forms of client communications. The Service Desk Analyst should understand both network, server, and end-user environments, with a basic troubleshooting and diagnostics aptitude.

Typical duties include, but are not limited to:
  • Allocates resources to address all trouble tickets, scheduled maintenance and projects
  • Manages multiple tasks and issues and coordinate activities amongst various engineers and other IT departments
  • Manage customer relationships and address customer escalations
  • Participates in patching of both Linux and Microsoft operating systems
Required Qualifications
  • High school diploma or equivalent

  • A minimum of 5-7 years of experience supporting and monitoring network systems, servers or storage in an enterprise service desk environment

  • Understanding of key network monitoring protocols including SNMP, Netflow, WMI, syslog, etc.

  • Working knowledge of general client and server operating systems and back-office applications, including but not limited to the Microsoft Windows Operating System (multiple versions), Microsoft Office, Microsoft Excel, Microsoft Outlook, etc.

  • Strong communication skills in the English language, with the ability to communicate clearly with both technical and non-technical personnel in high-stress situations

  • Ability to work in a self-directed manner on multiple tasks or projects, with excellent organizational and time-management skills

  • Ability to produce and maintain documentation of information systems using a variety of tools (i.E. Microsoft Word, Microsoft Visio, Microsoft Excel, Microsoft SharePoint, etc.)
  • Must be amenable to additional hours and days beyond regular schedule to provide time-off coverage for co-workers on short notice.

Preferred Qualifications
  • Demonstrated skill in working effectively with people of all technical levels including conflict resolution, collaborative problem solving, and responsive customer service is required.
  • Certification and/or experience working in an ITIL or IT Service Management environment preferred
  • Advanced Microsoft and/or Cisco certifications (CCNA, MCSA, etc.)
  • Experience monitoring VMWare clusters in high-availability environments

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