Helpdesk Analyst

Position Details

Location

Ashburn, VA & Highlands Ranch, CO

Duration

1 year.

Interview

Phone and In-person interviews.

# of Positions

2

Entry/First Level Network Monitoring and Support for ATM Network

Provide L1 technical support for Online Payment Giant Inc.’s commercial ATM (Automatic Teller Machines) systems. This includes troubleshooting various common issues experienced with network connectivity to ATM systems at client sites, following documented support procedures ensuring the highest quality of service delivery.

Responsiblities

• Answer incoming calls on the Online Payment Giant Operation Command Center toll free number for ATM support.
• Provide basic routine troubleshooting for Online Payment Giant Inc.’s commercial ATM (Automatic Teller Machines) systems, in the resolution of incidents. Liaisons with L2 support groups in the resolution of incidents for more complex, unfamiliar issues.
• Track and update all incidents in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards.
• Monitor and address events presented via standard alerting utilizing a variety of hardware and software tools and techniques.
• Coordinate and communicate with Telco carriers to resolve circuit related failures.
• Support activities related to scheduled change or maintenance projects.

Qualifications

• Associate degree in technology discipline or equivalent experience; typically requires a minimum of 1-2 years of experience in a technical customer support/helpdesk environment.
• Demonstrated analytical abilities in independently resolving routine problems within technical areas of responsibility.
• Uses sound judgment in determining priorities and enlisting support of others to prevent compromises to the quality of service delivery.
• Motivated team member with abilities to influence others in collaborative and innovative initiatives.
• MS Office Proficiency
• Experience with BMC Remedy, Tivoli NetCool monitoring, and Tandem mainframe a plus.
• ITIL foundation certification a plus.
• CCNA certification a plus.
• Experience with MS SharePoint 2007, 2010 or 2013 a plus.

Additional Details

Nightshirt schedule of Monday - Friday (8:00pm - 4:30am ET) with flexibility to provide weekend coverage on occasion as needed.