Job Description

Job Description

Job Description

Service Desk Analyst – Night Shift

8pm EST – 8am EST shift (7pm Central Time – 7am Central Time)

Remote, but must be local to Dallas, Texas

$20/hr W2

Must be able to obtain a Public Trust clearance 

US citizenship required per government contract

The Service Desk Agent is an entry-level position providing first-level IT support for service requests and incident resolution.

This position is in a 24 x 7x 365 environment, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests.

Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents.

Knowledge and Skills Required:

• At least 1-3 years of prior Service Desk experience working with incident ticketing system and event management.
• Proficient with MS Office: Word, Excel, Outlook, PowerPoint Critical thinking skills
• Professional communication skills both written and verbal.
• ITIL Foundation Certification preferrable but not required. 

Responsibilities :

• Level 1 support.
• Email handling. Ensure timely review and action of email in the Service desk mailboxes.
• Familiarity with outlook and the ability to organize and process a large volume of email.
• Phone call handling.
• Phone login and logout compliance when on shift.
• Login and be available to take calls at the start of the shift. Utilize the appropriate phone codes when not actively taking customer calls.
• Ensure when shift over, logged out of phone.
• Demonstrate professional conversation during customer calls.
• Operation Bridge Manager (OBM) monitoring.
• Adhere to documented instructions within the alert.
• Create incident ticket and assign to the appropriate group.
• Escalation for alert handling and high priority incidents.
• Utilize Everbridge for handling escalation procedures.
• Invoke the appropriate Everbridge template for escalation.
• Ensure escalation actions are documented in incident tickets.
• Incident ticket (create, update) & manage lifecycle of incident prioritization.
• Data integrity of incident record (categorization tab, resolution details, assignment, etc.).
• Proactive contacts for incidents about to breach Service Level Agreements (SLA).
• Incident restoral and closure.
• Quality review of all incidents.
• Create and distribute required daily reports.
• Adhere to and execute using Standardized work instructions located in the baseline library & Service Desk SharePoint.
• If updates or changes are identified for standardized work, ensure to communicate to a Service desk Team Leader for action.
• Remote work – Utilize all the documented procedures when working from home.
• Avaya soft phone procedures.
• Establishing bridge lines/Microsoft TEAMS meetings.
• Transferring calls to bridge lines.
• OBM monitoring.
• Elevated system access request handling.
• Password resets/unlock account – Ensure a service Request ticket is initiated for all of these requests.
• Onsite support for remote personnel (if geographically near Dallas, TX or East Rutherford, NJ).
• Vendor/Law enforcement unit (LEU) escorts.
• Tape management/backup responsibilities.
• Shipping/receiving.
• Data center walk through.
• Safe Access.
• Assist facilities with hardware removal and installation as needed.

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