System Operator (Night Shift)

Essential Duties And Responsibilities

• Responds and solves customer issues utilizing technology tools, procedures, and training.
• Utilizes Service Now ticketing system for detailed documentation of incident troubleshooting and service request fulfillment.
• Escalates issues in accordance with escalation procedures.
• Communicates frequently with customers, hardware/software vendors and other support level tiers within Logicalis.
• May create technical and process documentation for trouble shooting purposes.
• Understands Information Technology Infrastructure Library (ITIL) and follows predefined ITIL incident, problem and change management processes in place for each customer when working to resolve customer requests or outages.
• Maintains current knowledge of core service offerings and Service Level Agreements (SLAs).
• Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
• Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.

Qualifications

• Equivalent combination of education and experience in a related field.
• Associate degree in a related field.
• 1 year experience in troubleshooting and/or configuration experience with IT Service Desk functions including Windows Operating Systems, Microsoft Office products, as well as general networking knowledge.
• Server/PC operating system support, specifically Windows 10 and above and Window Server 2016 and above, VPN connectivity, backup solutions, and networking knowledge.
• Proficient use of all Microsoft products and operating systems.

Physical Demands

• While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms.
• The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl.
• The employee may occasionally lift and/or move up to 10 pounds.

Other Skills And Abilities

• Strong troubleshooting and initiative skills.
• Client service focus and excellent interpersonal skills.
• Strong, clear communication skills – oral, written, and email.
• Excels in ability to multi-task.
• Works independently with minimal supervision.
• Works well with team members and cross-departmentally.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Hourly Compensation Range

$18/hr to $22/hr