• Share this Share
  • email page
  • print friendly

Operations Support Center Analyst

Job Summary:

This position is a member of the Technology Services Service Desk and provides first call support and resolution on customer requests that are reported into the Service Desk. This position will handle first level trouble shooting for a wide range of issues in the areas of Network operations, server operations, Care360 Application support, and Corporate application support. This position is responsible for ticket handling, escalation and status reporting of all incident tickets. This position may be required to work on a second or third shift.

Principal Responsibilities:

  • Respond to customer technical issues and provide first level problem resolution
  • Escalate requests to subject matter experts and provide regular status to customers on issue resolution
  • Facilitate communication between Help Desk, Technical teams (Network ops, server ops, application ops) and customers
  • Monitor the production environment availability dashboards and proactively escalate issues to Technical teams
  • Assist with project work and maintenance work, as assigned

Knowledge, Skills and Abilities:

  • Strong customer service skills
  • Excellent written and verbal communication skills
  • Must be a quick learner who can gain knowledge, skills in multiple new areas
  • Strong organizational and prioritization skills
  • Must understand installation, configuration and troubleshooting processes for software and hardware
  • Proven experience dealing with critical customer impacting, production applications
  • Demonstrated critical thinking and analytical skills
  • Demonstrated ability to handle multiple projects at a time

Minimum Qualifications:

  • Must have a minimum of three years of help desk experience
  • 1+ years server side application administration and troubleshooting experience
  • Multi-platform exposure: Linux, Windows, HP-UX
  • Proficiency in troubleshooting PC, networking issues, MS Office, SharePoint
  • Excellent communication and customer service skills

Preferred Skills:

  • Working knowledge of RedHat, HP-UX, Windows
  • Junior level experience with Weblogic, J2EE application installation, TCP/IP networking, and Oracle databases
  • IT Service Management (ITIL) experience or certification desired
  • Experience with HP Service Desk and HP Open View
  • BS in Computer Science or related field of study preferred
     

Location:

Mason, Ohio

Apply Online