AHEAD
Service Desk Analyst
AHEAD, Chicago, Illinois, United States, 60290
AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.Our Analysts are a valued member of the Managed Services team providing daily system support for desktop hardware, operating systems and applications, installation, and modifications. Analysts troubleshoot system and end user problems, act as the primary contact for customers for monitoring and job scheduling of the customer environment, manage user accounts, perform limited desktop maintenance, research and develop effective and logical solutions considering operational policies and information assurance requirements.In addition, we will be offering a 1k sign on bonus for anyone joining AHEAD in this role!This position is a 3rd shift role...Sunday - Tuesday/ every other Wednesday. 7pm-7am EST.Responsibilities:
Accept and log customer callsMonitor events / notifications via the monitoring tools.Triage customer calls per specified severity levelsExecute first attempt to resolve the customer callRefer customer call to the appropriate level two/three support groupTrack the progress of customer calls during entire lifecycle (from start to end) to ensure the call is resolved within the agreed Service Level Agreement (SLA)Update the customer call record or incident ticket as requiredEscalate customer calls to the appropriate management level when thresholds are violatedClose customer calls and tickets upon completionCommunicate, internally and externally, the status of the call directly with the customer or broadcast to a larger audience as defined per SLA.Perform account management services - User Account creates/disables/terminations/name changes, etcMonitor production system jobs/batch management within Customer Job Scheduler to include investigation and resolution of production errorsFulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)Distribute daily turnover reports to customers as neededCommunicate response times for dispatched tickets to the customersManage service requests ensuring adherence to SLAAssist with cross training of Service Desk team members as neededQualifications:
2-3 year's technical helpdesk or technical call center experience requiredCompTIA A+ certification preferredHands-on work experience with the following:Windows Operating SystemsMAC Operating SystemsKnowledge of Active Directory, O365User account management for Active Directory,O365/Exchange Mailboxes, Distribution listsRemote desktop connectivityMS Office Suite (Word, Excel, PowerPoint, Outlook, Project, and Visio)Internet browsers (Explorer, Chrome, Firefox)VPN and remote dial-in users2-factor authentication, soft tokensSupport for laptop, desktops, and printersSmartphone supportExecute basic queries and administrative tasks for MS SQL, helpfulOthers:Sharepoint, Adobe Acrobat and other common desktop applicationsExperience with monitoring tools/applications like LogicMonitor, Nagios, etc.Job scheduler applications like Tidal or Autosys
This role has a 3rd shift schedule: 7pm-7amEST. Sunday-Tuesday, every other Sunday!Why AHEAD:Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.USA Employment Benefits include:
- Medical, Dental, and Vision Insurance - 401(k) - Paid company holidays - Paid time off - Paid parental and caregiver leave - Plus more! See benefits https://www.aheadbenefits.com/ for additional details.
Accept and log customer callsMonitor events / notifications via the monitoring tools.Triage customer calls per specified severity levelsExecute first attempt to resolve the customer callRefer customer call to the appropriate level two/three support groupTrack the progress of customer calls during entire lifecycle (from start to end) to ensure the call is resolved within the agreed Service Level Agreement (SLA)Update the customer call record or incident ticket as requiredEscalate customer calls to the appropriate management level when thresholds are violatedClose customer calls and tickets upon completionCommunicate, internally and externally, the status of the call directly with the customer or broadcast to a larger audience as defined per SLA.Perform account management services - User Account creates/disables/terminations/name changes, etcMonitor production system jobs/batch management within Customer Job Scheduler to include investigation and resolution of production errorsFulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)Distribute daily turnover reports to customers as neededCommunicate response times for dispatched tickets to the customersManage service requests ensuring adherence to SLAAssist with cross training of Service Desk team members as neededQualifications:
2-3 year's technical helpdesk or technical call center experience requiredCompTIA A+ certification preferredHands-on work experience with the following:Windows Operating SystemsMAC Operating SystemsKnowledge of Active Directory, O365User account management for Active Directory,O365/Exchange Mailboxes, Distribution listsRemote desktop connectivityMS Office Suite (Word, Excel, PowerPoint, Outlook, Project, and Visio)Internet browsers (Explorer, Chrome, Firefox)VPN and remote dial-in users2-factor authentication, soft tokensSupport for laptop, desktops, and printersSmartphone supportExecute basic queries and administrative tasks for MS SQL, helpfulOthers:Sharepoint, Adobe Acrobat and other common desktop applicationsExperience with monitoring tools/applications like LogicMonitor, Nagios, etc.Job scheduler applications like Tidal or Autosys
This role has a 3rd shift schedule: 7pm-7amEST. Sunday-Tuesday, every other Sunday!Why AHEAD:Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.USA Employment Benefits include:
- Medical, Dental, and Vision Insurance - 401(k) - Paid company holidays - Paid time off - Paid parental and caregiver leave - Plus more! See benefits https://www.aheadbenefits.com/ for additional details.