Service Desk Operator

Dynanet Corporation

22h•Hybrid

About The Position

Dynanet started with a focus on IT infrastructure and operations, helping organizations enhance their networks and overcome the limitations of 1990s technology. From strengthening communication channels to introducing innovative ways to collaborate and share information, Dynanet played a crucial role in shaping the early stages of digital transformation. The company’s efforts helped organizations build the very fabric of connectivity that now powers our modern world. Over the last three decades, Dynanet has grown into a trusted partner for organizations looking to innovate boldly and transform seamlessly. While technology continues to evolve and unlock new opportunities, for nearly 30 years, Dynanet remains committed to delivering cutting-edge solutions that drive lasting change for its customers. Through agility, foresight, and an unwavering dedication to excellence, Dynanet continues to empower organizations to thrive in a rapidly changing digital landscape. Our story is more than just a story of technology – it’s a story of vision, growth, and transformation that has shaped the past and continues to pave the way for the future.

Requirements

ETL monitoring
DBA/ infrastructure monitoring
Monitoring outlook mailbox
Service Now operational capability
Possess Strong written and verbal communication skills.
Highly organized with the ability to prioritize, balance, and effectively advance multiple competing priorities in a high-volume, fast-paced environment.
Ability to interact in a professional and collaborative manner with fellow Dynanet Teammates and the clients, and business partners that we work with.
Ability and desire to challenge and educate yourself to support and advance IT services delivery in the Federal agencies we serve.
Excellent judgment and creative problem-solving skills.
Respond to team member and client requests via email, MS teams, or other communication means during core business hours.
Active listening skills to understand clients' needs, and collaboration skills to work with other developers and designers.
2+ years of experience

Nice To Haves

Microsoft Powerpoint
Microsoft Excel
Microsoft Visio
Microsoft Word

Responsibilities

Core Technical Competencies - Ticket triaging and Task Management
Working knowledge of ITIL-based Event, Incident, and Problem Management practices
Experience with ServiceNow (or comparable ITSM platform) for ticket creation, categorization, prioritization, escalation, and lifecycle management
Familiarity with infrastructure monitoring tools - optional (OEM, OCI Monitoring, security tools, system alerts)
Ability to follow SOP and guidelines to interpret system alerts, log messages, job failures, and monitoring outputs
Nightly ETL batch job monitoring experience
Understanding of severity classification (P1–P4) and SLA-driven response requirements
Ability to perform structured event triage and impact assessment
Experience coordinating Major Incident bridges
Ability to apply escalation matrices and engage appropriate on-call technical teams
Strong documentation skills to ensure complete and audit-ready ticket records
Ability to track incidents through resolution across shift transitions
Ability to handle Alert and escalation management
Clear and professional written and verbal communication
Ability to provide real-time status updates during high-pressure situations
Experience communicating with: Technical teams (DBA, Infra, Security, Application), Client, and Federal or regulated environments (preferred)
Ability to facilitate bridge calls and maintain structured communications
Ability to differentiate between: Informational events, Actionable alerts, and Critical incidents
Basic troubleshooting mindset (without performing deep remediation)
Ability to identify patterns or recurring events requiring escalation to Problem Management
Strong time management skills in a 24/7 operational environment