Service Desk Analyst

MCNC•Durham, NC

11d

About The Position

The Service Desk Analyst will provide technical support and troubleshooting for network connectivity, account management, security access, and general inquiries. Analysts will manage client calls, chats, and emails, documenting each interaction in MCNC’s ServiceNow ticketing system to ensure issues are tracked and resolved. When necessary, analysts will escalate issues through the proper channels, assigning tickets to the appropriate teams and maintaining clear communication with clients throughout the resolution process. This role involves close collaboration with the Service Desk Manager and Network/System Operations engineers to ensure timely issue resolution and accurate ticket documentation before closure.

Requirements

Associates degree in Networking Technology or equivalent education or experience.
3 - 5 years of experience in an information technology support role or equivalent customer service support role.
Strong interpersonal skills and abilities to adapt in a complex and changing environment.
Professional, courteous, and empathetic interface with constituents, professional service staff, and other non-technical members of MCNC and external vendors.
Excellent verbal and written communication skills.
Demonstrated ability to prioritize and multi-task, with excellent attention to detail, strong investigative skills, and exceptional analytical skills.
Must be team-oriented with ability to work independently and have flexibility to work evenings, weekends, and/or critical events necessitating additional service support.
Technical aptitude with ability to troubleshoot and ask appropriate questions to effectively triage general to complex service requests, with telecommunications experience a plus.
Driven and able to work independently to leverage available resources and recognize when to collaborate with MCNC SMEs to resolve service requests.
Must have a valid driver's license and will be required to drive a company vehicle on company business.
Pre-employment and annual MVR checks will be required during your employment with the company for this position in order to be approved to drive a company-owned vehicle.
Background and sex offender checks will be performed for pre-employment and annually during your employment with the company.
This role will be required to adhere to the MCNC Substance Abuse policy, which may include drug/alcohol screening at hire and periodically or randomly during employment.

Nice To Haves

An understanding of data networking, including routing, switching, Ethernet, and Cisco IOS proficiency (Static Routing, IP Subnetting), IP networking, network security principles, and TCP/IP fundamentals.
Familiarity with networking and security devices (routers, switches, firewalls).
Certifications such as CompTIA (A+, Net+, Security+), RHCSA, PCNSA, or Cisco CCNA are a plus.
ServiceNow experience is preferred.

Responsibilities

Provides courteous and timely client service in a professional manner, responding to routine and complex client inquiries via telephone, email, and/or chat interactions.
Troubleshoots and processes general requests including network connectivity, account management, MCNC products/services inquiries, and tier 1 technical queries.
Processes inbound ticketing, including determining priority and ensuring all necessary details are captured to complete the ticket accurately.
Analysts will assign tickets to appropriate MCNC assignment groups and escalate accordingly when tier 1 troubleshooting efforts are exhausted.
Perform general account management requests including adding/removal of account owners and password/MFA resets within MCNC security tools (e.g., Crowdstrike, Palo Alto, Akamai, ZScaler).
Outbound service requests will be initiated by Service Desk Analysts to notify clients of scheduled maintenance and general connectivity alerts, with all action on client records notated accordingly.
Ensures clear communication is maintained with MCNC clients from intake through resolution, acting as a conduit when appropriate between clients and network engineer teams.
Clearly articulates technical issues, solutions, and activities to clients and MCNC colleagues, documenting actions and updates within MCNC ServiceNow ticketing system.
Investigate bugs, support issues, change requests, and feature requests, escalating to tier 2 or subject matter experts (SMEs) when necessary and beyond their scope of responsibility.
Monitors environmental conditions in on-site and remote MCNC facilities.
Keeps abreast of emerging networking technologies and related tools.
Participates in cross-departmental shadowing and training programs to expand knowledge of MCNC monitoring tools, and awareness of MCNC departmental activities and oversight.
Contacts service providers, equipment vendors, and clients directly to troubleshoot and resolve network issues.
Records and tracks scheduled maintenances, outages, service degradations, and general inquiries from clients via MCNC’s ticketing system.