Reqroute, Inc
IT Operations Center Analyst
Reqroute, Inc, Seattle, Washington, us, 98127
Job Title: IT Operations Center Analyst
Location: Seattle, WA
Remote
Term: 12 Months Contract
General Summary:
Under general direction the IT Operations Center (ITOC) Analyst will oversee complex network components and will be responsible for network monitoring and management in a 24x7 environment. From a centralized location the ITOC Analyst will monitor for issues pertaining to usage of bandwidth, utilization of the server, uptime, and other crucial elements. If systems experience an outage the ITOC Analyst will resolve issues by isolating programs and collaborating with engineers and team members to find quick and appropriate fixes.
Essential Functions:
Will work in a 24x7 operations environment, which will require working non-standard hours, monitoring day to day issues related to computers, networks, applications, critical infrastructure, and Info-security.
Performs triage and escalates to support teams.
Provide information to support teams as needed to resolve issues.
Document issues in ServiceNow ticketing systems and follow up on unresolved issues.
Identifies and resolves desktop/laptop/printer problems, such as device connectivity, hardware/software performance issues, etc. to ensure high reliability and optimal performance.
Remotely access customers' PCs and troubleshoot issues.
Perform routine maintenance tasks, patching, and upgrades.
Configure monitoring tools to provide performance metrics.
Facilitates and manages conference calls and bridges during critical events and outages.
Resolve technical issues related to computer hardware, software, network devices, and network connectivity.
Develop strong relationships within IT and business customers; works collaboratively across departments.
Champions and models core values and demonstrates values-based behaviors in everyday interactions across the agency.
Contributes to a culture of diversity, equity, and inclusion in alignment with Equity & Inclusion Policy.
Other duties as assigned.
Specific Qualifications, Knowledge, and Skills:
ITIL or service management principles and guidelines.
Service Now or other IT Service Management software.
Office 2016, Windows OS, Mac OS, Android/Apple mobile devices; support for specialized software such as CAD.
Windows, Unix/Linux server, VM experience.
Cisco, Juniper, Microsoft certifications preferred.
Previous knowledge pertaining to Solar Winds preferred.
Network and IT Infrastructure monitoring experience.
Troubleshooting in a complex IT environment.
Effective oral and written communication.
Customer service principles and practices.
Physical Demands/Work Environment:
Work will be performed in a standard office environment and/or via a remote office.
Promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.
Please send resumes to neeraj@reqroute.com
#J-18808-Ljbffr
Location: Seattle, WA
Remote
Term: 12 Months Contract
General Summary:
Under general direction the IT Operations Center (ITOC) Analyst will oversee complex network components and will be responsible for network monitoring and management in a 24x7 environment. From a centralized location the ITOC Analyst will monitor for issues pertaining to usage of bandwidth, utilization of the server, uptime, and other crucial elements. If systems experience an outage the ITOC Analyst will resolve issues by isolating programs and collaborating with engineers and team members to find quick and appropriate fixes.
Essential Functions:
Will work in a 24x7 operations environment, which will require working non-standard hours, monitoring day to day issues related to computers, networks, applications, critical infrastructure, and Info-security.
Performs triage and escalates to support teams.
Provide information to support teams as needed to resolve issues.
Document issues in ServiceNow ticketing systems and follow up on unresolved issues.
Identifies and resolves desktop/laptop/printer problems, such as device connectivity, hardware/software performance issues, etc. to ensure high reliability and optimal performance.
Remotely access customers' PCs and troubleshoot issues.
Perform routine maintenance tasks, patching, and upgrades.
Configure monitoring tools to provide performance metrics.
Facilitates and manages conference calls and bridges during critical events and outages.
Resolve technical issues related to computer hardware, software, network devices, and network connectivity.
Develop strong relationships within IT and business customers; works collaboratively across departments.
Champions and models core values and demonstrates values-based behaviors in everyday interactions across the agency.
Contributes to a culture of diversity, equity, and inclusion in alignment with Equity & Inclusion Policy.
Other duties as assigned.
Specific Qualifications, Knowledge, and Skills:
ITIL or service management principles and guidelines.
Service Now or other IT Service Management software.
Office 2016, Windows OS, Mac OS, Android/Apple mobile devices; support for specialized software such as CAD.
Windows, Unix/Linux server, VM experience.
Cisco, Juniper, Microsoft certifications preferred.
Previous knowledge pertaining to Solar Winds preferred.
Network and IT Infrastructure monitoring experience.
Troubleshooting in a complex IT environment.
Effective oral and written communication.
Customer service principles and practices.
Physical Demands/Work Environment:
Work will be performed in a standard office environment and/or via a remote office.
Promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.
Please send resumes to neeraj@reqroute.com
#J-18808-Ljbffr