The Judge Group is a recruiting and IT Staffing company with 30 offices around the United States and Canada. We are currently seeking a Tier 1 Technical Help Desk Analyst to work for us onsite with our client located in New Albany, OH. The current opening is 2nd Shift from 2PM to 10:30PM.
Job Description:
Follow established procedures to troubleshoot, coordinate and resolve systems related incidents. The Tier 1 Technical Help Desk Analyst is responsible for the initial analysis, diagnosis and troubleshooting of events. Ensure reported production outages/incidents are communicated and resolved in an expeditious manner. Ensure all reported production outages/incidents are documented properly within Service Center (ticketing tool).
Responsibilities:
- Follow established procedures to diagnose and trouble-shoot system events
- Analyze, determine, and document reported production outages/incidents
- Answer incoming customer phone calls
- Engage and coordinate with 3rd party vendors (i.e. AT&T, IBM and Sprint)
- Determine severity, impact, and nature of incidents
- Monitor and acknowledge system events
- Communicate, and/or Escalate to 2nd Level Support Teams, if need exists
- Perform basic Unix troubleshooting in accordance with SOP’s
- Enter pertinent information and updates of reported incidents in Service Center
- Monitor jobs for all applications to which schedules are managed by Maestro
- Participate in RRT (Rapid Response Team) conference calls.
- Reset client passwords according to information security guidelines.
- Perform periodic ticket reviews of the Command Center ticket management, and implementation queues and take action as needed
Requirements:
-Must have previous technial support experience
-Must have strong application support experience(Windows, Unix and Linux)
- Exceptional customer service/people skills
- Strong analytical Technical troubleshooting skills
- Excellent written and verbal communication skills
- Strong work ethic, excellent attendance and flexibility to work overtime
- Team player with a positive, friendly attitude
- Sense of urgency for incident resolution
- Ability to multi-task in a fast paced environment with minimal direction
- Experience communicating with senior/executive level managers
- Basic knowledge of mainframe and batch operations
All applicants are subject to criminal background check and drug test prior to engagement
The current opening is 3rd shift but we will require a flexible work schedule
