Company
Systems Admin
ServiceDeskAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Service Desk Analyst. Skills: IT Incident Management, Service Request Management, Network Monitoring. Be the primary point of contact for all. Be the primary point of contact for all”
What You'll Achieve.
Ensure maximum availability; Ensure maximum performance; Achieve efficient resolution to outstanding problems; Achieve efficient resolution to outstanding issues; Ensure all procedures are known; Ensure all procedures are current; Ensure open support requests are updated; Ensure service level requirements are identified; Ensure service level requirements are understood; Ensure service level requirements are documented; Improve customer satisfaction
Industry & Context.
Problem solve; Troubleshooting; Root cause analysis
Pass a Criminal Background Check, Work various shifts, Work in a 24-hour situation, Regular attendance, Work in a confined area, Sit at a computer terminal for an extended period, Some travel may be a requirement, Report to work during national and state emergencies
What They're Looking For.
Must Have
Authorized to work in the US, Pass a Criminal Background Check, Minimum two (2) years of experience in the information technology field, Previous Service Desk experience within an ITIL environment, Ability to multitask, Ability to problem solve, Ability to think clearly, Respond in a fast-paced enterprise environment, Reliable and dependable, Willing to learn, Ability to work independently, Minimal supervision, Effectively communicate with other departments, Manage escalating issues in a timely manner, Ability to read and comprehend technical literature, Use active listening, Use empathy, Use critical thinking, Analytical skills, Work effectively on your own, Work in a team environment, Experience using appropriate IT technology, Windows and MAC OS, Basic Networking knowledge, Active Directory, Knowledge of network resources, Knowledge of software monitoring tools, Knowledge of hardware, Knowledge of video infrastructure, Knowledge of Internet infrastructure, Knowledge of telephone infrastructure, Identify when to escalate an advanced issues based on priority matrix
Nice to Have
Industry related certifications, College coursework in Computer Science, College coursework in Computer Engineering, College coursework in Information Systems related program, Equivalent experience
What You'll Do.
Be the primary point of contact for all
Be the primary point of contact for all
Proactively monitor application incidents
Proactively monitor network incidents
Proactively monitor system incidents
Escalate application incidents
Escalate network incidents
Escalate system incidents
Ensure maximum availability
Ensure maximum performance
Perform tasks using various tools
Perform tasks using ITSM software
Perform tasks using monitoring systems
Serve as a coordination point for communication
Help with documenting outage events
Help with root cause analysis of recurring incidents
Raise escalations internally
Raise escalations externally
Engage in proactive monitoring of enterprise infrastructure
Engage in reactive monitoring of enterprise infrastructure
Utilize multiple network monitoring tools
Document resolution of outages
Actively coordinate resolution of outages
Assist in troubleshooting outages
Assist in pinpointing service outage components
Document priority issues for future reference
Communicate regularly with other IT teams
Coordinate efforts with third parties
Coordinate efforts with vendors
Provide timely support
Provide comprehensive support
Achieve efficient resolution to outstanding problems
Achieve efficient resolution to outstanding issues
Apply knowledge of network resources
Apply knowledge of software monitoring tools
Apply knowledge of hardware
Apply knowledge of video infrastructure
Apply knowledge of Internet infrastructure
Apply knowledge of telephone infrastructure
Update process documentation
Update internal knowledge base
Ensure all procedures are known
Ensure all procedures are current
Log all relevant incident details
Log all relevant service request details
Allocate categorization codes
Allocate prioritization codes
Ensure open support requests are updated
Keep users informed of progress
Identify when to escalate advanced issues
Ensure flight delays are being challenged
Ensure flight delays are being investigated
Establish a constructive relationship between service provider and
Maintain a constructive relationship between service provider and
Understand the customer
Understand customer business drivers
Identify changes to the customer environment
Identify technology trends
Provide first line support
Ensure service level requirements are identified
Ensure service level requirements are understood
Ensure service level requirements are documented
Measure customer satisfaction
Record customer satisfaction
Analyze customer satisfaction
Improve customer satisfaction
Other duties as required by IT Service Desk
How You'll Work.
Team & Collaboration
Communication between customers; Communication between operations teams; Communicate with other IT teams; Coordinate with third parties; Coordinate with vendors; Relationship between service provider; Relationship with the customer
Communication Scope
Communicate with other departments; Communicate with other IT teams; Communicate with third parties; Communicate with vendors; Communicate progress to users
Full Job Description
## Description Summary The primary responsibilities of the NOC Tech I are: Be the primary point of contact for all IT incidents and service requests and proactively monitor and escalate application, network and system incidents to ensure maximum availability and performance. This role will involve performing these tasks using various tools, ITSM software and monitoring systems. The NOC Tech I also serves as a coordination point for communication between internal and external customers and operations teams. This candidate will also help with documenting outage events and root cause analysis of recurring incidents and raising escalations internally and externally as necessary. The ideal candidate must have strong communication skills and an aptitude to spot long-term trends in an enterprise environment. A NOC Tech I must be a self-starter, have great attention to detail, and work with multiple tasks easily. Visa Sponsorship Available: No Minimum Requirements Combination of Education and Experience will be considered. Must be authorized to work in the US as defined by the Immigration Act of 1986. Must pass a Criminal Background Check. Education: High School Diploma/GED- Years of Experience: Minimum two (2) years of experience in the information technology field. • Previous Service Desk experience within an ITIL environment. • Candidates must possess the ability to multitask, problem solve, think clearly and respond in a fast-paced enterprise environment without losing composure. • Must be reliable and dependable, self-motivated and willing to learn . • Possess ability to work independently and with minimal supervision. • Effectively communicate with other departments to manage any escalating issues in a timely manner. • Ability to read and comprehend technical literature. • Must use active listening, empathy, critical thinking and have a positive attitude. • Strong analytical skills and the ability to work effectively on your own and in a team environment. • Expe
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