Job Abstract

Roles & Responsibilities. The Service Desk Analyst performs the following roles and responsibilities: Entry Level- Will Train. Several openings at: 3rd Shift Sunday- Thursday 11 PM to 7:30 AM or Tuesday- Sat 11 PM to 7:30 AM (set schedules)Network Monitoring and Surveillance. Monitor elements, devices and other components within a designated span of control (WAN, SD-WAN, Transport) to identify events, incidents or problems with services, networks or elements. Log identified incidents / proble... more detailsms in the ticket system. Initiates the incident management process. Initial support for Incidents and Service Requests. Provided first-level support by handling incidents or Service Requests using the Incident Reporting and Request Fulfilment processes. Collects, obtains and logs information necessary to diagnose the incident. Performs initial diagnosis. Resolves routine incidents. Incident Management / Restoration Management. Direct, coordinate and oversee the actions of the resources restoring a service. Drive service restoration to meet defined Incident Management policies and service level commitments Drive the efficiency and effectiveness of the Incident Management process. Produce management information. Manage the work of incident support staff (first- and second-tier)Monitor the effectiveness of Incident Management and making recommendations for improvement. Develop and maintaining the Incident Management systems. Manage Major Incidents (Severity 1 and Severity 2)Develop and maintaining the Incident Management process and procedures.
Note:
The Incident Management role is given the authority to manage incidents effectively through first, second, and third tier support. Major Incident Team Member. The Major Incident Team Member role is to provide subject matter expertise to facilitate resolution of the Incident within the Incident Management process. Communications Specialist. Establish and manage bridge calls for incidents and outages. Provide notifications for incidents and outages. Provide a point of contact for to the incident response team. Provide translation of incident communications from technical details into non-technical summarizations.
Minimum Qualifications
. US Citizen with background check. High School Diploma or GED - Some understanding of LAN, WAN, SD-WAN and Network Transport technologies including VPN, and DMVPN.- we will train on the specifics. Basic understanding of runbooks and troubleshooting network issues.(we will train on this)Excellent oral and written communication skills. Organized, self-starter that has superior customer service skills and pays close attention to detail. The Benefits of working with Acuative. Acuative offers a comprehensive benefits program to all eligible employees. Full-time employees are eligible for benefits the first day following 45 days of employment. Comprehensive benefits plan including:Health care that provides in and out-of-network coverage, no selection of Primary Care Physician or referrals are required. Dental coverage has preventative services covered at 100%. Vision Plan provides 1 exam per year and a generous allowance to use towards glasses or contacts. Flexible spending, Dependent Care and Healthcare savings accounts with company contribution. Long-Term Disability- Provides financial protection for you after 180 consecutive days of disability. Basic Term Life & AD&D Insurance provided by Acuative. Paid Time Off- Acuative believes that employees should have opportunities to enjoy time away from work to balance their lives. This PTO plan is inclusive containing provisions for vacation, personal and sick leave. Career Development opportunities- Acuative recognizes the benefit of developmental experiences and encourages employees to talk with their supervisors about their career plans. Supervisors are encouraged to support employees' efforts to gain experience and advance within the organization .01(K) Plan with company match opportunity. Employee referral program- Referring employee is eligible for the award in the amount of $250. Life Assistance Program- Acuative offers a voluntary and professional service that provides information, counseling, and referral services to all full-time and part-time employees and their dependents that may be experiencing personal stress in their lives.