IT Help Desk Support (Overnight Schedule)

Computer Enterprises, Inc. (CEI) is seeking a talented IT Help Desk Support Analyst to join our Client's dynamic team.

Job at a glance:

• These is a long-term contract, with an initial term of 6 months and is planned for conversion to FTE
• Pay rate is $26-$30/hr W2 optional benefits (Medical, Dental, Vision, and 401k)
• Training period will be fully onsite and then will transition to a hybrid schedule of 2-3 days/wk onsite. Located north of the Ohio River at the border of Marshall-Shadeland and Chateau neighborhoods (free parking included)
• This is for an overnight schedule of Sunday-Thursday 11:00pm-7:00am ET
• Seeking candidates with 4 years of IT help desk experience

Overall Purpose:

• Operation Analyst will work in the Service Management Organization and will perform various functions such as following and developing operational processes and procedure.
• Ensure that all IT services and infrastructure meet operational goals, ability to plan, be alert, and resolve unexpected problems quickly and efficiently.
• Provide 24x7 Enterprise support while adhering to standard IT Incident, Problem and Change Management protocols.
• The position requires working in team and individual environments.

Job Responsibilities:

• Serves as the main point of contact for all incident and service issue escalations directed to the Service Management Organization

• Ensures that incident management processes are efficiently and effectively followed

• Determines the impact and priority of incidents based on affected customers and/or business units

• Communicates operational issues to respective IT management, support teams, and incident communication managers

• Provides outage notification and recovery effort updates to business units.

• Engages various support teams and resources to major incident bridges

• Manages and coordinates troubleshooting and recovery efforts between support teams.

• Ensures continuous collaboration with IT Operations Management and other areas or teams

• Documents initial issues, recovery activities, and resolution steps taken.

• Ensures prompt resolution and coordination of incident management activities during recovery efforts

• Updates and validates outage information in availability management tools for reporting and tracking purposes

• Makes recommendations, proposals, and suggestions for improvement within the service to reduce severity and frequency of incidents

• Attends Post Incident Review Meetings or reviews meeting notes once the meetings conclude to ensure compliance with service improvement initiatives

• Acts as secondary support to Change Manager for off hour scheduled activities

• Works with Problem Management and Change Management to resolve incidents

• Prepares operational status reports to IT Operations Management.

• Be part of on call Rotation for Storm and Priority One Events.

• Monitors Critical/Core systems delivering services to business units and customers

• Work at Pace - prioritize and follow up on multiple tasks concurrently, with a focus on detail in a fast-paced environment.

• Bend in the wind - not easily frustrated, able to roll with emergencies and shifting focus while delivering a superb user experience.

• Manage relationships with a diverse range of people, including business customers, and the IT leadership team.

• Provides guidance to Novice Analysts. Use SME knowledge in Incident Management policy and procedures.

• Work with teams to improve Observability.

• Listens to differing opinions/knowledge and sets direction.

Preferred:

• 4 years’ IT Service Delivery experience (Utility Industry Experience a plus)

• Strong service delivery experience including but not limited to handling incidents, change control, problem management, and continual service improvement.

• Ability to drive technical solutions and services across all environments and architectures including but not limited to cloud, on-prem, physical and virtual

• Strong operational experience using IT infrastructure operations frameworks such as ITIL or COBIT.

• Experience developing and updating internal processes and procedures and maintaining a knowledge-based document library.

• Ability to work well in a team-oriented, collaborative environment.

• Excellent written and verbal communication skills suitable for both business and IT audiences

• Experience with Batch Monitoring Applications like Control-M

• Comprehensive understanding of networking and enterprise monitoring applications (Solarwinds, OP5)

About CEI:

As a trusted technology partner, CEI delivers solutions that help our customers transform their businesses and achieve meaningful results. From strategy and custom application development through application management - our technology and digital experience services are tailored to meet each unique need of our customers. Our staffing solutions bring specialized skills to complement our customers' workforce and project requirements.