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IT Helpdesk/Enterprise Systems Monitoring Tech Night Shift
AgreeYa Solutions - Eagan, MN
posted 3 months ago
About the position
We are seeking an IT Helpdesk/Enterprise Systems Monitoring Tech to join our team of qualified, diverse individuals. This position will be located in Eagan, MN, and is primarily an on-site role with the possibility of hybrid remote work for two days a week. The ideal candidate will have past incident management and help desk experience, along with excellent written and oral communication skills. We are looking for someone who is organized and has the ability to lead incident call bridges. Confidence with Linux as a user on the command line is a plus, as candidates will need to identify network-related outages, making knowledge of networking a strong advantage. This position requires a work schedule of 11 PM to 7:00 AM CT, including weekends, with days off to be determined, likely Wednesday and Thursday. New hires will need to work the first shift (Monday to Friday) for at least the first two weeks for training purposes. The role involves monitoring the day-to-day operation of a large-scale computing infrastructure involving over 300 applications, determining the cause of alarms, logging alerts, creating service tickets, and notifying stakeholders. The candidate will also initiate, maintain, and manage critical incident phone bridges (WebEx, Zoom) and act as the service incident lead for issues, including maintaining incident tickets and notifying executive leadership about resolutions.
Responsibilities
- Monitor day to day operation of large-scale computing infrastructure involving 300+ applications.
- Determine cause of alarm and take appropriate actions including logging alert, creating service ticket, and notifying stakeholders.
- Initiate, maintain, and manage critical incident phone bridges (WebEx, Zoom).
- Act as service incident lead for issues including maintaining incident tickets, notification of executive leadership, and follow up on resolution.
- Assist in triage and incident management with collection and analysis of performance metrics.
- Assist development team in deployment activities by executing change requests or tasks maintaining SOX compliance.
- Compose and send notifications to management for incidents.
- Monitor and execute incident and change requests.
- Able to type and communicate in an effective manner.
Requirements
- High School diploma or equivalent and 5 years additional experience OR Bachelor's degree and minimum 1 year IT experience.
- Past experience with help desk or incident management.
- Strong knowledge and understanding of networking.
- Basic understanding of Windows and Linux operating systems.
- Ability to identify and relay information and symptoms detected by monitoring tools.
- Ability to read and follow detailed instructions or procedures.
- Effective communication skills.
- Must be able to work from Eagan, MN location.
Nice-to-haves
- Bachelor's Degree in Computer Science or associated discipline.
- Familiarity working with enterprise monitoring products.
- Working knowledge of IT Service Desk model.
- Experience working in large-scale IT environment.
- Experience in Critical Incident Management, including communication with various levels of executive management (i.e. VP) via phone or email.
Benefits
- Dental insurance
- Health insurance
- Vision insurance
