Service Desk Analyst I 2nd shift Tues- Sat

Acuative•Strongsville, OH

60d

About The Position

Service Desk Analyst I - 2nd shift Tues-Sat 3PM-11:30 PM The Service Desk Analyst I provides a single point of contact to the organization for information technology related problems. Assist business customers with telephone, email or trouble ticket enquiries to resolve or escalate IT systems issues and problems. Provide support and incident management and client communications for IT systems faults and service request. All staff authorized to work within the Acuative Managed Platform for Government (AMPG-G) or Acuative Managed Platform for Defense (AMP-D) environments must adhere to the following these requirements: Minimum of 1-2 years experience Acknowledge and sign off on any AMP-G or AMP-D related Access Agreements and Rules of Behavior documents Review and adhere to the relevant AMP-G / AMP-D Policies and Procedures Complete all mandatory Information Security & Compliance training Protect against and report any suspicious or abnormal activity affecting the AMP-G or AMP-D environments

Requirements

Minimum of 1-2 years experience
Acknowledge and sign off on any AMP-G or AMP-D related Access Agreements and Rules of Behavior documents
Review and adhere to the relevant AMP-G / AMP-D Policies and Procedures
Complete all mandatory Information Security & Compliance training
Protect against and report any suspicious or abnormal activity affecting the AMP-G or AMP-D environments
Associates Degree or equivalent work experience
Knowledge of WAN/LAN environments
Basic knowledge of routers, switches, servers, Telco circuits such as T1, T3, DS1, DS3, etc.
Knowledge of servers, desktop hardware, and software and can perform basic troubleshooting
Ability Understanding of ITIL to thoroughly understand business processes and discern system issues from process issues
Understanding of ITIL Processes
Understandings of ITIL procedure
Customer focused
Ability to multitask

Responsibilities

First Level support for any information technology issue and problem following set processes and procedures
Provide assistance by phone, email and/or using a ticketing management system
Respond to alerts in a monitoring or management tool
Incident que management
Documentation for updates on internal knowledge base resolution and details
End user password updates
Manage critical incidents, escalations, and determine incident scope and impact
Ticket follow up on tickets at pre-defined intervals until resolved
Maintain status reports
Liaison between customer and technical teams