Service Desk Administrator

Colorado  ‐ Onsite
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Description

Link Technologies is currently recruiting for a Tier I Service Desk Administrator. This is a contract position working on an exciting new project in Colorado Springs, CO. Candidates interested are encouraged to apply.

Summary:

The Tier I Service Desk Network Operations Center (NOC) administrator is the first point of contact responsible for reactively monitoring customer data networks and providing fault isolation, remote troubleshooting and be a team player. Possess familiarity with varied concepts, standard best business practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Perform a variety of tasks with limited guidance and supervision. A certain degree of creativity is encouraged. Typically reports to a Team Lead.

Responsibilities:

The NOC administrator will provide 24 X 7 hour support on a 8.5 hours alternating shift. Responsible for recognizing and reactively troubleshoot and diagnose problems on proprietary IP Networks. Act as a front-line interface to customers, accepting trouble reports documenting and dispatching them to appropriate personnel or Subject matter expert. Document and track problem management tickets using assigned ticketing tool. Communicate with different structural groups from customers to Upper Management. Read, write and follow basic documentation procedures with little to no supervision.

Additional responsibilities are as follows:

  • Performs routine tasks in the Network Operations Center (NOC).
  • Act as a front-line interface to customers, accepting trouble reports documenting and dispatching them to appropriate personnel and/or carriers.
  • Participate in tracking and prioritization of ticket-handling, including inter-shift turnover.
  • Train users in NOC applications and system fundamentals.

Minimum Qualifications:

  • Previous proven experience in customer support and network operations environment
  • The ability to prioritize, delegate and escalate event situations appropriately
  • Strong inter-personal, communication and customer service skills.
  • Ability to accept responsibility and meet deadlines.
  • Ability to work 8.5 hours shift on an alternating work schedule.
  • Possess troubleshooting skills
  • Knowledge of basic Unix commands
  • Excellent English verbal/written communication skills

Preferred Qualifications:

  • Experience working at government sites and understanding protocol
  • LAN/WAN experience is a plus
  • Customer Service or call center experience
  • Tivoli Monitoring tools experience
  • Experience with ticketing tool

Education/Certification Requirement:

  • An AA or a Bachelor's degree or equivalent in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline with 5 or more years related professional experience. (Education can be substituted for 9 years of experience).

Clearance:

  • Minimum: Must be clearable
  • Preference: Active Secret Clearance and above

Working Hours:

  • 8.5 hours shift on an alternating work schedule

To apply, please send your Resume in MS Word format and reference Job ID # 5434. We look forward to working with you!

Start date
n.a
From
Link Technologies
Published at
11.12.2012
Project ID:
459766
Contract type
Freelance
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