Help Desk Analyst

Help Desk Analyst

Memphis, TN (onsite 100%)

6 months or longer

• Monitor enterprise computing systems, networks, and applications in production and quality assurance environments with a wealth of technical expertise.
• Conduct rigorous application and infrastructure availability checks, delivering comprehensive status reports.
• Configure advanced monitoring tools, including the establishment of notifications for alerts, tickets, and logs.
• Implement and manage observability practices, including metrics, logs, and traces, to provide comprehensive visibility into system performance and health.
• Leverage scripting and software tools to automate processes, showcasing high technical proficiency.
• Participate in Incident Reports (IR) methodically, from opening to updating and closing, adhering to established standards.
• Contribute actively to the investigation and resolution of problems causing incidents within the scope of responsibilities.
• Maintain meticulous documentation for monitoring systems, including standard operating procedures (SOP).
• Execute the documented handover process effectively, ensuring a smooth transition for the next monitoring shift by highlighting priority items and issues.
• Availability to be on call once a month from 7pm-7am.

• Establish achievable Service-Level Objectives (SLOs) by tying health and performance to business value and digital experience.
• Prioritize support for open standards instrumentation, collection, processing with a focus on metrics ingestion, trace correlation, and logging standards.
• Collect system and application logs and centralize the storage of log data for analysis and transformation.
• Embed a log collection agent during instance configuration to ensure seamless and automatic deployment.
• Enable achievable SLOs by using log analytics to augment, accelerate, and automate incident identification and resolution.
• Establish control over the increasing amount of observability data by using telemetry pipelines and preprocessing telemetry at the edge.
• Firm understanding of ITIL ideology and nomenclature.

• Five (5) + years of experience in system monitoring, reporting activities, and IT observability, showcasing technical proficiency.
• In-depth knowledge acquired through a bachelor’s degree in business, Computer Information Systems, Engineering, or a related field, coupled with significant years of hands‑on experience in computer systems.
• Proven ability to decipher requirements from business users and communicate effectively through various channels, including verbal, written, and face‑to‑face interactions.
• Proven ability with application and Infrastructure monitoring platform administration.
• Solid understanding of fundamental software and hardware concepts, coupled with expertise in tools such as Science Logic, Service Now, or other monitoring platforms, in addition to Word, Excel, Visio, and others for meticulous documentation.
• Demonstrated ability to excel both independently and collaboratively within a team environment, contributing decisively to decision‑making processes.
• Strong meeting facilitation skills and the ability to cultivate relationships with the user community and IT personnel through robust interpersonal skills.

At Cook Systems, we don’t just offer jobs—we build futures. Our people are at the heart of everything we do, and we’re committed to supporting you with benefits that deliver real security, flexibility, and growth from day one.

• Your Health, Your Way:
  Choose from two comprehensive medical plans through Blue Cross Blue Shield, with dental and vision coverage included. With access to one of the nation’s largest provider networks, you’ll have quality care wherever life takes you.
• Peace of Mind:
  Protect what matters most with life, critical illness, and accident insurance through Unum—because your family’s security matters.
• Flexibility for Life:
  Plan ahead and save with a Flexible Spending Account and Daycare FSA through Navia, helping you manage healthcare and dependent‑care expenses your way.
• Extra Protection When You Need It:
  Our Health Gap Insurance through Sun Life helps cover unexpected costs, so you’re never caught off guard.
• Your Future Starts Now:
  Build your future with our 401(k) plan through The Standard. You’re eligible after just six months—because long‑term success deserves a strong foundation.

At Cook Systems, you’re not just an employee—you’re part of a team that values ideas, celebrates results, and grows together. Here, your impact is visible, your contributions are valued, and your career has room to thrive. Ready to be part of something bigger? Let’s build the future together at Cook Systems.