What are the responsibilities and job description for the NOC Operator position at Matech Resources?
Job Summary
The NOC Operator is responsible for resolving Customer Service requests related to both software and hardware issues that are routine to moderate in scope; as well as incoming alerts from the Network Operations Center systems.
Essential Duties and Responsibilities
- Monitor Elevate PFS's environment utilizing SolarWinds monitoring software.
- Investigate, and prioritize incoming phone requests for assistance from end users as well as automated NOC Alerts. First level troubleshooting of hardware, software, networking, and other computer-related technologies and environmental issues.
- Handle problem recognition, research, isolation, resolution, and follow-up for end user issues, escalating more complex issues to a supervisor or on-call technical staff as needed.
- Provide unsurpassed customer service with all IT related issues. Establish strong working relationships with internal and external customers. Ensures customer satisfaction by responding to all help desk requests in a timely and professional manner.
- Log and track calls using problem management database and maintains history records and related problem documentation.
- Install corporate computers, software, and peripheral equipment.
- Track and maintain an accurate listing of computer equipment based on asset tags for accounting and inventory purposes.
- Prepare standard statistical reports, of help desk incidents, and issues.
- Analyze and evaluate incident reports and collaborates with the team to reduce help line incident rate.
- Call vendors, and sites to request service regarding defective products, outages or confirm suspected outages.
- Perform basic Windows Active Directory Administration, basic Exchange Administration, and Windows based server maintenance and troubleshooting.
- Perform basic telephony troubleshooting and setup tasks.
- Own key Elevate PFS processes and work to achieve better efficiencies.
- Ensure work area meets the requirements of Elevate PFS's policies and is consistent with Federal and state patient privacy regulations such as the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
- Other duties as assigned
Qualifications and Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or abilities.
Benefits :
ElevatePFS believes in making a positive impact not only within our industry but also with our employees the organization's greatest asset! We take pride in offering comprehensive benefits in a vast array of plans that contribute to the present and future well-being of our employees and their families.