Desktop Support

 
Location: Nashville, Tennessee
Posted On: 5/2/2017
Job Code: CH0013_TN
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Category:Non-IT code:new
 
Job Description
 
Job Title : Command Center Technician II
Location : Nashville, TN 37217
Duration : 6 month contract (potential to convert for the right candidate and depending on business need)
Targeted Start: ASAP

Schedule: The manager is requesting a candidate with open availability as the shifts may be subject to change.
(1) 1st Shift: Sun-Thurs, 7:30am-4pm
(1) 3rd Shift: Sun-Thurs, 11:30pm-8am

Job Description
The Command Center Technician II is the first point of contact between end users and the IT organization. The Technician is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible, or alerting and/or escalating them to the appropriate specialist support groups.

With general supervision:

• Ensures all monitoring tools are functioning properly
• Monitors all production environments on an hourly/daily basis for production related outages/errors via provided monitoring tools
• Identify monitoring deficiencies
• Troubleshoot systems/applications using basic network troubleshooting commands such as PING, TRACEROUTE, TELNET, and NSLOOKUP
• Effectively provide/communicate troubleshooting results to other Support Teams who have been engaged
• Request payers/processors and vendors to escalate issue per standard operating procedures
• Escalate outages, internal issues, and critical application to sensitive customer per department standard operating procedures
• Ensure incident tickets are updated timely, documented properly, and communicated to the interested parties and management
• Effectively relay alerts and troubleshooting performed to Support Teams when they are engaged
• Complete turnover documentation for oncoming shift to communicate current or significant issues incurred during the previous shift
• Follow standard security procedures for reporting security issues, monitoring cameras, media security, and ensuring log entries for all personnel
• Oversee release/change management activities and document all exceptions to change process

Job Requirements:
KPIs

• Average time to respond to PIR and Requests within 15 minute SLA
• Maintain a PIR accuracy rate of 92%

Education and Experience

• High school diploma or equivalent
• Associate’s degree (preferred)
• One+ years of IT experience in a customer service or IT service desk role – must have solid understanding of basic troubleshooting
• Exposure to Unix and Windows, helpful
• Computer software and hardware troubleshooting knowledge and experience
• Technical software and hardware certifications preferred
• ITIL v3 Foundation Certification preferred

Required Knowledge and Skill

• Advancing technology interest, knowledge and above average skills
• Computer skills, including working knowledge of all MS Office Suite products
• Professional telephone and customer service skills
• Excellent troubleshooting skills
• Ability to learn new technology and applications
• Solid written and oral communication skills
Category:Non-IT  code:new
 
 
Job Requirements
 
 
ITIL,Management,MS Office,UNIX,Windows 2003,Windows 98
 

Not Ready to Apply?
Contact Details
 
Recruiter
Parul Chatterjee
 
Phone
 
 
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