Network Operations Center Analyst I Senior
Network Operations Center Analyst I Senior
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Wits Solutions Inc. (WITS) is a SBA certified 8(a) company with headquarters in the metropolitan Washington D.C. area. WITS has been providing bestinclass solutions in professional IT and administrative consulting to various Federal State Local and commercial customers. At WITS we believe in working not for our clients but with them. This is why right from the beginning; our analysts and solutionbuilders work closely with our clients to ensure that the project outcomes continue to deliver value long into the future.
Job Description:
Position Summary:
- Provide data center IT support in a 7X24X365 environment. Responds to and diagnoses problems through interactions with users. Includes problem recognition research isolation and resolution steps.
- Typically is able to resolve less complex problems immediately while more complex problems are assigned to senior level support.
- Involves the use of problem management database and help desk systems.
- Performs 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 customers needs.
- Requires ITIL Foundations V3 certification within 90 days of hire.
- Provides 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.
Essential Duties and 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
Qualifications:
Minimum Qualifications:
- An associates degree technology field and 2 years experience in a similar position or a bachelors Degree in computer science field.
- Demonstrated success in working with people in establishing goals objectives and change management plans.
- Strong communication and collaboration skills.
- Experience/training in providing technical support
- Perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines.
- Perform multiple tasks simultaneously including handling interruptions and return to and complete tasks in a timely manner.
- Demonstrate integrity ingenuity and inventiveness in the performance of assigned tasks.
- Ability to easily adapt to and learn new technologies.
- Maintain important records efficiently and accurately.
- Maintain confidentiality of information processed or prepared.
- Perform duties and responsibilities independently.
- Ability to coordinate research and analyze special projects/reports.
- Proficient knowledge of database structure with the ability to enter manipulate and report data.
- Establish and maintain effective working relationships with other employees supervisory personnel and customers.
- Perform time management and scheduling functions meet deadlines and set project priorities including following up on such functions or projects.
- Ability to perform duties with awareness of all requirements and policies.
- Must possess positive professional interpersonal skills.
Desired Qualifications:
- Bachelors Degree in computer science field.
- 5 years experience in data center support related field.
- Demonstrated successful project management skills.
- ITIL Foundations V3 certification.
Technical Skills:
- BMC Remedy and related products
- An understanding of networks servers and other data center equipment and systems
Language and Communication Skills:
- Ability to compose read interpret and edit complex documents and correspondence and relate information to stakeholders.
- Communicate positively professionally and effectively to all stakeholders both verbally and in writing.
- Follow detailed written and verbal instructions.
- Accurately proofread numerical and text data.
Reasoning Abilities:
- Ability to apply common sense understanding to execute instructions furnished in written oral or diagram form.
- Ability to problemsolve (ex. involving concrete variables in standardized situations etc.).
- Use logical and creative thought processes to develop solutions according to written specifications and/or oral instructions.
- Ability to analyze and interpret data.
Physical and Mental Demands:
- The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this position.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Employment Type
Full Time
