Service Desk Monitoring Analysts I - REMOTE

SUMMARY

Responsible for supporting a US Navy Customer Relationship Management (CRM) system running on Salesforce and serving over 1M users. Provide first level eyes on glass monitoring of log alerts as they are collected from logging systems. Author, review, and share Service Desk and training related materials.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Maintain Tier-II service desk.
• Support customers with reported issues in a pleasant and professional manner.
• Escalate user issues with accounts, reports, dashboards, and views.
• Answer specific questions about installation, operation, configuration, customization, and usage of assigned products.
• Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Escalate complex problems to senior service desk support personnel.
• Create and edit online training for other Service Desk personnel.
• Work with development team to troubleshoot and identify problems with products supported within the portfolio.
• Support Test Team members for after hours and release testing over weekends.
• Attend meetings with various working groups to provide input as needed.
• Assist with providing raw data for weekly Customer metrics reports.
• Create and update Usability Guides.
• Maintain regular and punctual attendance.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

None.

MINIMUM QUALIFICATIONS

• One plus (1 ) years’ experience with information technology systems and customer Service desk environments.
• Active CompTIA Security  certification or must be able to obtain and maintain the CompTIA Security certification within six (6) months of the first day of employment.
• Must complete Salesforce Systems Administrator Trailhead training modules within two (2) months of the first day of employment.
• Must have strong working knowledge of Microsoft Office products.
• Tier-I knowledge of hardware and/or software products required.
• Familiar with monitoring techniques using SEIM applications (SPLUNK), Salesforce Audit Trails, Website link Validation.
• Must be able to read, write, and speak fluent English.
• Must be able to obtain and maintain a security clearance (U.S. citizenship required).
• Must obtain and maintain any necessary security access and/or background checks.

DESIRED QUALIFICATIONS & SKILLS

• Bachelors’ degree in technology related field preferred.
• Must be customer service oriented and professional at all times.
• Ability to provide accurate, timely, and professional resolution on all supported issues.
• Ability to diagnose and resolve technical issues and escalate when appropriate.
• Experience with JIRA and Slack is a plus.
• Excellent communication and interpersonal skills.
• Strong organizational skills and detail oriented.
• Demonstrated ability to perform diverse duties while operating under time constraints.
• Demonstrated accuracy and thoroughness; monitors own work to ensure quality.

WORK SCHEDULE 

Full-time. May be required to work additional hours as needed to complete assignment or project.

TRAVEL

The expected travel time is less than 10%.

DRIVING REQUIREMENTS

Must have or be able to attain a valid state driver’s license and be insurable on the company’s automobile insurance policy. Driving, with or without accommodation, may be required when traveling for training and/or short occasional amounts of local driving.  The expected driving time is less than 25%. 

WORK ENVIRONMENT

Work is expected to be remote; however, the company reserves the right to require onsite work.

PHYSICAL DEMANDS

Position consists of sitting for long periods of time, bending, stooping, crouching, and lifting weights up to 10 pounds.  Frequently uses hands/fingers for manipulation of keyboard and mouse. It is Katmai’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

COMPENSATION AND BENEFITS: 

• Pay is $40,000 to $50,000 per year. 
• Eligible Benefits: Medical, Dental, Vision, Life & AD&D Insurance, Voluntary Disability Insurance (STD & LTD), Time Off Benefits (Paid & Unpaid), 401(k) Savings Plan with employer matching, FSA, EAP, and more.

Compliance:

To be considered for this position, all applicants must apply on the company website,  https://katmaicorp.com/life-at-katmai/

We are a VEVRAA Federal Contractor

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, marital status, familial status or any other characteristic protected by law. https://katmaicorp.com/life-at-katmai/#equal_opportunity Preference will be given to Ouzinkie Shareholders, Descendants of Shareholders and Spouses of Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2000e - 2(i).

Executive Order 11246, as amended, protects applicants and employees from discrimination based on inquiring about, disclosing, or discussing their compensation or the compensation of other applicants or employees.