Job Title: Customer Technical Support Representative/Help Desk

Location: Eagan Minnesota (Hybrid)

Duration: Long Term

NOTE:

This position requires a work schedule of 11 pm - 7:730 am CT. Shift will include weekends and days off are TBD (most likely Wednesday/Thursday). New Hires will need to work first shift (M-F) - days for at least the first two weeks for training purposes. Exact details will be discussed with candidate during interview.

Description:

(Currently allowing hybrid remote 2 days/week)

The ideal candidate will have past incident management / help desk experience and great written and oral communication skills. We are looking for someone who is organized and have the ability to lead incident calls bridges. Confidence with Linux as a user on the command line is a plus. Candidates will also need to identify network related outages, so knowledge of networking is a strong plus.

Roles and Responsibilities:

• Monitor day to day operation of large-scale computing infrastructure involving 300 applications.
• Determine cause of alarm and take appropriate actions including logging alert, create service ticket and notify stakeholders.
• Initiate, maintain, and manage critical incident phone bridges (WebEx, Zoom)
• Act as service incident lead for issues including maintaining incident tickets, notification of executive leadership and follow up on resolution.
• Assist in triage and incident management with collection and analysis of performance metrics
• Assist development team in deployment activities by executing change requests or tasks maintaining SOX compliance
• Compose and send notifications to management for incidents.
• Monitor and execute incident and change requests.
• Able to type and communicate in an effective manner

Basic Qualifications: To be considered for this position, you must minimally meet the knowledge, skills, and abilities listed below:

• High School diploma or equivalent and 5 years additional experience OR Bachelors degree and minimum 1 year IT experience.
• Past experience with help desk or Incident management.
• Strong knowledge and understanding of networking
• Basic understanding of Windows and Linux operating systems.
• Ability to identify and relay information and symptoms detected by monitoring tools.
• Ability to read and follow detailed instructions or procedures.
• Effective communication skills
• Must have resided in the US for the last 5 years
• Must be able to work from Eagan, MN location. No remote work from any other location.