Network Operations Center Analyst I – Senior

Seneca Holdings•Kansas City, KS

5d•Onsite

About The Position

White Pine Innovations is looking for a Network Operations Center Analyst I to provide data center IT support in a 7X24X365 environment. This team member responds to and diagnoses problems through interactions with users. They should have skills including problem recognition, research, isolation, and resolution steps. This role typically is able to resolve less complex problems immediately, while more complex problems are assigned to senior level support. This role will be involved in the use of problem management database and help desk systems. They perform ticket management which includes, identifying the issue and configuration items, assigning it to the correct support group, track ticket progress against established service level agreements and escalating as needed, crafting and sending customer notifications and internal notifications, and ensuring the resolution met the customer’s needs. They will provide expertise and guidance on ticket management operations. Functions as the lead individual on the quality assurance program. Looks for, researches and provides process improvement initiatives. This role will support a shift schedule (Wed-Sat, 9A - 7P CST), following a training period of 4-6 weeks with a schedule of Mon-Fri, 9-5.

Requirements

Existing Public Trust clearance
Bachelor’s degree in computer science field, or an Associate’s degree in technology plus 2 years’ experience in a similar position.
5 years’ experience in data center support related field.
Ability to perform system administration for Linux, Windows and Mainframe systems.
Knowledge of networks, switches and other peripherals.
Knowledge of storage appliances, data base and applications servers.
Demonstrated successful project management skills.

Responsibilities

Provide Tier I support
Manage incidents and service requests lifecycles.
Handle communication with the customers providing them with status update and addressing their questions, comments and complaints.
Report, document and escalate customer contacts; regarding issues, problems, and information given.
Perform ticket management.
Ensure customer satisfaction through the resolution of all issues and problems reported.
Manage and perform the steps/actions required in the Remedy ticketing system.
Maintain current and high level of technical skill in field of expertise.
Perform and/or oversee security of the data center and escorting of personnel to designated areas of the computer room.
Complete all daily logs and journals associated with maintaining computer room security and control; shift turnover information and daily activity notes.
Support Disaster Recovery (DR) exercises
Other duties as assigned