IT Service Desk Analyst (Island Park, NY 11558)
- Resumes without full name and current address (city and state a minimum) will not be reviewed.
- Resumes with abbreviated career history or only partial career history will not be considered
- Resumes from outside of the United States will NOT be reviewed
Overview:
Responsible
for User Provisioning Workflows; Will respond to service desk requests and
system, network and application events and alerts received via multiple
channels; ticketing system, email, system monitoring dashboards and telephone.
The Analyst is responsible for incident creation in the ticketing system,
notification, triage, escalation, and incident and problem summaries. This is a
hands-on technical role in resolution of tier 1 and tier 2 level incidents in
the systems, network and application service stacks. User account provisioning,
authentication and authorization are also handled by the Analyst. Must have experience in a Linux environment
Responsibilities:
- Address and resolve Tier 1 and Tier 2 level incidents and requests In a Linux environment. Must have some Linux experience
- Conduct timely triage and escalation in accordance with SLA requirements.
- Engage with other service desk resources and escalate as needed to other technical teams.
- Logging of all incidents and requests. Accurately document interactions, incidents, and problems.
- Work with service desk and other teams to develop, enhance and clearly document technical process and procedure.
- Enhance and develop procedural documentation related to user account provisioning and management.
- Develop, enhance and maintain knowledge base articles used by other IT staff.
- Produce and analyze reports and statistics on service requests, incidents and problems, highlighting trends and problematic areas.
- Create and modify workflows, groups and escalations in the ticketing system.
- Recommend and create service monitors to improve service visibility and problem response time.
- Backup Operations - job monitoring, tape media rotation and media management including off site ship/recall.
- Development, management and execution of operational runbooks - job runs, result verification, troubleshooting, escalation.
- Routine system and application software deployment.
- Participate in after-hours software deployment and patching rotation; typically, 1 week a month.
Required Skills:
- BA/BS or equivalent in education and experience.
- Minimum 1 year Linux experience (RedHat, CentOS preferred). Must have some current Linux Systems Administration skills
- Experience with GLPI a deciding plus
- Minimum 2 years' experience in a Service Desk / Help Desk environment.
- Intermediate knowledge of Windows Server 2008/2012.
- Basic Microsoft SQL Server administration and backup.
- Basic/intermediate technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Troubleshoot and identify issues with email routing/delivery, DNS, web proxy.
- Apache Web Server, Tomcat Server, JVM knowledge a plus.
- Virtualization knowledge (KVM, VMware, other) desirable.
- ITIL V3 Foundation level qualification desirable.
- CompTIA Linux+ or Comp TIA Network, or equivalent Certifications a plus.
- Must be a strong Team Player, excellent communication skills, excellent organizational skills, self-motivated, driven and flexible.
- Strong written, oral and face to face communications skills in both technology and business situations. Excellent ability to document processes and procedures. Follow policies and procedures related to how problems are identified, received, documented, distributed and corrected.
- Adaptable and flexible in stressful situations.
- Must be dependable and punctual.
- Ability to work collaboratively with employees within other IT groups to resolve system and application issues.
- Ability to organize complex tasks and perform activities requiring resolution of problems of moderate/complex technical scope.
- Experience using an ITSM tool, familiar with ITIL best practices and knowledge management.
- Service catalog management, CMDB and CI configuration.
This is a permanent, full time position. All
candidates MUST be local to Island Park, NY. Do not apply if you are not local,
even if you would pay your own relocation. Relocation will not be considered.
All candidates must be legally eligible to
work in the United States without sponsorship and must reside locally. Sorry,
no Visa Sponsorship or Transfers at this time. No 3rd Party Recruiters unless
you represent a local candidate with all of these qualifications
RESUMES FROM OUTSIDE OF THE US WILL NOT BE
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