IT Infrastructure L2 Support Analyst

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Job description

Description

This Level 2 role for Major Incident Manager requires previous experience with ITIL processes managing major incidents, sending out company-wide communications, escalating issues to management and documenting progress on technical bridge. The person in this role should have effective written and verbal communications skills, time management and collaboration skills. Problem Management experience is a plus.

100% Remote

M-F 7:30a - 4:30p CDT

On-Call required

BASIC FUNCTION:

Resolves moderate to complex end-user calls and installs, modifies, and repairs desktop and laptop computer hardware and software systems under general supervision.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES: (functions considered essential as defined by ADA)

• Provides Tier 2 support primarily, and as needed Tier 1 support as back up

• Receives and responds to user requests, providing users with technical support

• Receives and coordinates, as needed, all levels of technical questions from users

• Documents all user requests and enters status data from user calls into the Help Desk application

• Establishes and maintains effective lines of communication with end-users throughout the lifecycle of their issue or service request

• Maintains physical security and logical security accounts for assigned systems

• Monitors and resolves entry-level issues relating to systems, network, and security

Provides basic training to users on new company-provided product releases and new products

Leverage best practices, common IT solutions and innovative technologies across the enterprise

Ensures continued performance readiness and development of technical resources appropriate to their level of experience

Major Incident Management role: level 1 escalation of major incidents

o Responsible for the lifecycle of a major incident

o Document restoration steps

o Provide formal incident review write-up upon restoration of service

o Problem Manager governance

o Afterhours on call responsibilities

• Special assignments or tasks assigned to the employee by their supervisor, as determined from time to time in their sole and complete discretion.

EXPERIENCE:

A minimum of two years of service desk or desktop technician experience is required.

EDUCATIONAL LEVEL:

A minimum of a High School Diploma or equivalent is required.

REQUIRED SKILLS:

Intermediate-level computer skills, decision-making, analytical, problem solving and interpersonal skills. Intermediate reading and writing skills, basic reading skills, the ability to perform basic mathematical calculations, and excellent interpersonal skills with the ability to effectively communicate with others, both written and verbal communication.

PREFERRED SKILLS:

Special training in A+ and Network + or MCDST, MCP, ITIL, and HDI are preferred.

SUPERVISORY/MANAGERIAL RESPONSIBILITIES:

None.

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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