Tier 1 Service Desk Analyst

Newcore Technology Group provides flexible, scalable Information Technology solutions that help clients and employees transform and evolve while delivering true business value. We are currently seeking a Tier I Service Desk Analyst. This position is located in Kansas City, MO.

JOB TITLE: Tier I Service Desk Analyst

SHIFT: Evening & Night Shift

POSITION SUMMARY

Under general supervision, responds to and diagnoses problems through discussions 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. May involve use of problem management database and help desk systems. Will work 4 X 10 shifts. Experience with Remedy BMC or Service Now ticket management and ticketing tools is highly desired.

POSITION RESPONSIBILITIES

Provide Tier I support for all NITC EDC’s

Experience in the IT industry, specifically in a user supporting role

Knowledge and working experience of the Service Desk Function and Incident Management Process based on the best practice guidance of Information Technology Infrastructure Library (ITIL) Version 3 framework

Ability and willingness to work in a team environment

Ability to follow process and procedures and report any deficiencies to the SOSB Manager

Communicate effectively and proficiently in English with the user community, verbally and in writing

Record all relevant incident/service request details

Allocate appropriate categorization and prioritization codes to the incidents and service requests

Match users input to matching resolutions found in Incident Database

Initiate first level investigation and diagnosis of the issue at hand

Resolve incidents and/or service requests based on their personal technical knowledge and expertise

Escalate incidents/service requests that could not be resolved within agreed timescales

Keep users informed of progress of incident progress, notifying them of impending changes or agreed outages, etc.

Close all resolved incidents, requests and other calls

Conduct customer/user satisfaction call-backs/surveys

Update the ITSM tool under the direction and approval of SOSB Manager.

Multi-task in a high speed, high volume ticket environment

Possess business/professional writing abilities to be used for agency wide correspondence, customer notifications, etc

Application of the ITIL best practices to the organization and the ability to learn the organization’s key IT services for which support is being provided

COMPETENCIES

Technical Capability

Customer Focus

Listening

Troubleshooting Skills

Drive for Results

QUALIFICATIONS / SKILLS

One or more years of experience supporting computer systems, peripheral components and hardware.

One or more years of experience working in a client server environment utilizing one or more of these operating systems: LINUX, Windows, AIX and UNIX

Possess a competent level of knowledge or understanding of large file system backup strategies; experience or knowledge using Storage Area Network (SAN) and/or Virtual Tape Libraries (VTL)

MVS, z/OS, or z/VM on the mainframe environment. Should be able to independently modify configuration panels on the HMC and system consoles in support of customer request to perform system IPL’s, adjust resource availability or respond to WTOR messages.

ITIL Foundations V3 certification (within 90 days of hire)

SUPERVISORY

This position does not have supervisory responsibilities.

TRAVEL

No travel is expected for this position.

PHYSICAL REQUIREMENTS

Position is generally sedentary in nature; involves sitting most of the time, but may involve walking or standing for brief periods of time.

Ability to occasionally or routinely lift up to 50 lbs. required.

Ability to talk and hear required.

Ability to perform repetitive motions required.

Ability to sit, stand and walk required.

Ability to reach, lift, climb, balance, stoop and crouch required.

Ability to see and read PC screens; detect color coding, read fine print, and/or normal type size print.

FLSA STATUS: Exempt

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of employees.

Newcore Technology Group, LLC does not discriminate in employment opportunities, terms and conditions of employment, or practices. All qualified applicants will receive consideration for employment without regard to race, age, gender, religious or political