What are the responsibilities and job description for the IT Operations Support Analyst position at ConsultUSA?
Description:
Our client has an immediate need for an IT Operations Support Analyst, who will be responsible for performing various functions such as following and developing operational processes and procedures, ensuring that all IT services are and providing 24x7 helpdesk support
*Note that this is night shift work, Sunday through Thursday, 11 PM-7 AM (3rd shift)*
Requirements:
- Experience working in an IT environment with an emphasis on Service Desk and Operations Management
- 5–7 years’ experience in Service Desk and/or Operations hands-on practice
- 1-2 years of experience with Control-M or other scheduling packages
- Able to understand job dependencies, predecessors, and successors, and assess the impact of modifications to Control-M schedules
- Experience with ITIL Methodologies
- Experience using a ticketing system/Incident Management System
- A certification or equivalent (or vendor-specific equivalent)
- Thorough understanding of ITIL Processes
- Experience working with Cherwell
- Experience working with virtual/remote staff members
- Experience supporting aspects of a Windows server infrastructure, VMware, Azure, or other cloud environments
- Understanding of Network Monitoring Applications (OP5/Nagios/SolarWinds)
- Experience with Active Directory, Unlocking Accounts, and Resetting Passwords
- Experience working both independently and as part of a project group
- Competence in MS Office, including MS Excel, MS Access, and MS Word
- Problem-solver and resourceful; know how to find answers
- ITIL certified a plus
Responsibilities:
- Troubleshooting and resolving remote hardware, software, and network issues
- Identification and triage of indents and requests
- Documenting and engaging on all tickets in Cherwell to maintain a historical record of activity
- Performing standard IT Incident, Problem, and Change Management protocols
- Monitoring Production Batch (Mainframe and Distributive)
- Working with teams in an MSP and/or high-volume internal IT support environment
- Interpreting system and event messages and alerts via monitoring tools, and software applications, and generating email findings, developing new processes and procedures to enhance operations.
- Following delivery practices, policies, and standards
- Complying with business and disaster recovery runbooks
- Creating and maintaining accurate documentation/procedures
- Communicating status updates with key stakeholders during major incidents
- Strong communication, organization, and planning skills
- Ability to learn and share knowledge with other team members
- Ensuring compliance with regulatory standards
- Analyzing and providing resolution to complex and dynamic enterprise technology issues
- Working together with vendors to aid repairs of hardware
- Identifying incident trends, recommending and implementing improvements to reduce incidents
- Ability to learn and pick up concepts quickly
- Detail-oriented, aware of secondary effects resulting from changes
- Experience working both independently and as part of a project group
- Must possess a positive and professional attitude
Why Work for ConsultUSA:
- ConsultUSA offers competitive salaries, major medical (PPO or HDHP w/ HSA), dental, and vision insurance plans, and 401k plan with immediate eligibility for both salary and hourly employees
- ConsultUSA hosts several outings and events, holiday and summer parties, and volunteer opportunities throughout the year for employees
- We will work with you to obtain training for in-demand technologies and prepare you for industry-recognized certification exams
- ConsultUSA offers Business Analysis and Project Management training through our Project Management Institute (PMI)® award-winning sister company, PMCentersUSA
How to Apply:
To submit your application, please click the “Apply Now” button located at the top and bottom of the page.
ConsultUSA is committed to providing equal employment opportunities (EEO) to all qualified employees and applicants for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, marital status, pregnancy, ancestry, or status as a covered veteran as well as any other prohibited criteria under any applicable federal, state, and local laws applicable to ConsultUSA.
For a complete listing of all ConsultUSA jobs please visit www.consultusa.com
