provide Technical Help Desk support for all customer-escalated issues and bugs, with ongoing research and investigation
respond to phone, email and systematic alerts and monitoring
create and manage tickets for service requests, alerts, issues and incidents and follow through until service is restored
responsible for researching and resolving alerts, problems and incidents as they occur
work with Operations Management, Level 2 and 3 support personnel to ensure proper steps are taken to resolve those problems and incidents
must have the ability to work in a multi-system and multi-platform environment
coordinate with application support staff to ensure monitoring of production systems
responsible for following procedures for processing batch files, troubleshooting file movement and reporting errors

prior experience in a technical helpdesk required (3+ years)
solid working knowledge of Linux (command line)
intermediate knowledge of networking concepts and commands
understanding connectivity, firewalls and proxies preferred
ability to utilize computer operating systems utilities
strong communication, customer service, organizational and troubleshooting skills are must
excellent oral and written communication skills, ability to work in a team environment, and good customer interaction skills are desired
ITIL Service Management knowledge desirable
education: associate or bachelor’s degree in computer science or similar technical degree or equivalent related work experience
each year of related work experience may be substituted for a year of college education, up to two years

Technical Helpdesk Analyst

Key skills