Service Desk Analyst 2nd shift Tues

Base pay range

$17.00/hr - $17.00/hr

Service Desk Analyst I – 2nd shift (Tues‑Sat 3PM‑11:30 PM)

The Service Desk Analyst I provides a single point of contact to the organization for information technology related problems. Assist business customers with telephone, email or trouble ticket enquiries to resolve or escalated IT systems issues and problems. Provide support, incident management and client communications for IT systems faults and service requests.

All staff authorized to work within the Acuative Managed Platform for Government (AMPG‑G) or Acuative Managed Platform for Defense (AMP‑D) environments must adhere to the following:

• Minimum of 1‑2 years experience
• Acknowledge and sign off on any AMP‑G or AMP‑D related Access Agreements and Rules of Behavior documents
• Review and adhere to the relevant AMP‑G / AMP‑D Policies and Procedures
• Complete all mandatory Information Security & Compliance training
• Protect against and report any suspicious or abnormal activity affecting the AMP‑G or AMP‑D environments

Functions

• First‑level support for any information technology issue and problem following set processes and procedures
• Provide assistance by phone, email, and/or using a ticketing management system
• Respond to alerts in a monitoring or management tool
• Incident que management
• Documentation for updates on internal knowledge base resolution and details
• End user password updates
• Manage critical incidents, escalations, and determine incident scope and impact
• Ticket follow‑up on tickets at pre‑defined intervals until resolved
• Maintain status reports
• Liaison between customer and technical teams

Applicants should have

• Associate’s Degree or equivalent work experience
• Knowledge of WAN/LAN environments
• Basic knowledge of routers, switches, servers, Telco circuits such as T1, T3, DS1, DS3, etc.
• Knowledge of servers, desktop hardware, and software and can perform basic troubleshooting
• Understanding of ITIL processes and procedures to discern system issues from process issues
• Customer focused
• Ability to multitask

About Acuative

For more than 35 years, Acuative has been providing an innovative approach unique to the communications marketplace. The Acuative team provides the entire end‑to‑end solution from network design to installation and management. Acuative can provide single‑source solutions to help build, monitor, manage and support networks.

Acuative’s Security Operations Center (SOC) works to protect against cyberattacks. Staffed by cybersecurity experts, security analysts and engineers who are trained to detect, analyze and respond to cybersecurity incidents and threats, the SOC staff work with programs and analytical tools that make it possible to stay on top of the latest security threats in the online world.

Acuative PMI‑certified project managers coordinate directly with all Acuative teams involved in supporting your project – field service teams, technical support teams, outside vendors, and other internal departments – from the initial order process through the successful test and verification of the service. The project manager facilitates collaboration, keeps you apprised through every phase of the project: planning, initiation, monitoring, execution, and closing.

Acuative’s Field Service Technicians are the foundation of our service business. They are the face of our company to our customers and we take that very seriously. As employees of Acuative, they benefit from superior control over quality, experience, tools, training, and an overall culture committed to providing superior service.

Our skilled staff, proactive monitoring, and management system coupled with cutting‑edge technology help reduce network complexity and gain optimal performance for any business in a single or multivendor environment.

We handle the end‑to‑end process of identifying, evaluating and selecting the best‑in‑class WAN solutions, including Software‑Defined Wide Area Networking (SD‑WAN) and Distributed Network Functionality Virtualization (D‑NFV), based on organizational requirements. We implement, monitor and manage to ensure continuous optimization of organizational networks.

We hope you consider joining our team.

Seniority level
:
Entry level

Employment type
:
Full‑time

Job function
:
Information Technology

Industries
: IT Services and IT Consulting