Service Desk Analyst

Corserva seeks a proactive and detail-oriented IT Support & Network Operations Analyst to join our dynamic team. This role combines traditional service desk responsibilities with network operations center (NOC) functions, providing comprehensive support to both internal teams and external clients. The ideal candidate will have a strong foundation in IT support, excellent communication skills, and a keen interest in network operations.

Corserva is a leading U.S.

-based IT managed service provider that delivers secure, scalable, and high-performance technology solutions to enterprise clients across various industries. Focusing on innovation and excellence, we empower our clients to achieve their business objectives through reliable IT infrastructure and services.

We seek a proactive and detail-oriented IT Support & Network Operations Analyst to join our dynamic team. This hybrid role combines traditional service desk responsibilities with network operations center (NOC) functions, providing comprehensive support to both internal teams and external clients. The ideal candidate will have a strong foundation in IT support, excellent communication skills, and a keen interest in network operations.

• Serve as the first point of contact for clients seeking technical assistance via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, and network issues promptly and effectively.
• Provide exceptional customer service, ensuring client satisfaction and timely issue resolution.
• Document all support interactions, solutions, and follow-up actions in the ticketing system.

• Monitor network systems, servers, and applications for performance and availability using NOC monitoring tools.
• Respond to alerts and incidents, performing initial diagnostics and troubleshooting to resolve issues promptly.
• Escalate complex problems to appropriate technical teams, ensuring timely resolution.
• Document incidents, actions taken, and resolutions in the ticketing system.

• Create and maintain standardized system images for deployment across client and internal systems.
• Utilize imaging tools to deploy operating systems, applications, and configurations to new or reimaged devices.
• Ensure all images are up-to-date with the latest security patches and software updates.
• Document imaging procedures and configurations for consistency and compliance.

• Perform routine maintenance tasks, such as patch management and system updates.
• Assist in the implementation of network changes and upgrades.
• Support disaster recovery and backup procedures.
• Serve as the first point of contact for system and network-related issues, providing clear and effective communication to clients and internal teams.
• Collaborate with cross-functional teams to ensure seamless network operations.
• Participate in regular meetings to discuss network performance and improvement strategies.
• Identify trends and recurring issues, recommending improvements to processes and systems.
• Stay current with emerging technologies and best practices.
• Contribute to the development and maintenance of NOC documentation and procedures.

• Participate in a rotating on-call schedule to provide high-priority escalation support for critical system incidents outside of regular business hours.
• Respond promptly to urgent system issues, ensuring minimal downtime and swift resolution.
• Document and analyze incidents to improve future response strategies and system resilience.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related…