Job Location: Minneapolis, MN
Equivalent Experience
Shift details: 9 pm – 7:30 am CST Fri, Sat, Sun, Mon
Top Skills’ Details
1) Experience using network monitoring systems such as HP Openview, Solarwinds Orion, and Cacti or any comparable solutions
2) Experience troubleshooting enterprise Applications
3) Experience leveraging a ticket system such as ServiceNow or a comparable tool
Nice to have:
Experience troubleshooting network connectivity on Cisco routers/switches (Using SSH/telnet command line preferred)
Description:
The Technical Operations Center Analyst Associate is an entry level role responsible for providing support by monitoring network, systems, and application health and taking action to ensure high system availability for a 24 x 7 x 365 monitoring center. Through time and exposure gain experience to include identification of system generated events, troubleshooting systems issues, executing operator instructions, coordination of critical incidents, communicating impact with IT staff, repairing problems, and escalating as required to second level support or management. The analyst routinely monitors systems, executes standard IT service requests, and performs other IT related tasks as assigned.
Skills:
- Under supervision executes defined procedures to
fulfill roles in Event, Incident, Problem and Change management processes
- Monitor and verify system performance and capacity
- Follow defined procedures and operator instructions for
monitors and system health checks. Execute using documentation as it relates to
system configuration, inventory, data mapping, processes, and service records.
- Document, track and monitor requests/problems and actions
ensuring timely resolution and end-user satisfaction.
- Deliver system performance statistics and reports.
- Support audit activities by following policies, processes,
and data/records
- Use and manage the ServiceNow service management ticketing
system. Accurately log events and issues and, when necessary, route to
appropriate next level support team providing the correct level of technical
detail to enable them to continue to analyze the problem and work to resolve it
in a timely manner.
- Initiate the incident management process including
engaging technical and leadership staff, documenting and communicating status
during the incident lifecycle.
- Validate changes to IT systems are completed successfully
- Provide on-call rotation; after hours, weekend, and
holiday support when required.
Experience
- 0-3 years IT operations or related experience
- General knowledge of major operating systems (Windows 7,
Unix/Linux)
- General IT troubleshooting experience (Service Desk,
Network, trace route, etc.)
- Experience using ServiceNow or similar service management
software
- Experience working with high severity incidents
- Demonstrated customer service skills
- Demonstrated oral and written communication skills
- Demonstrated prioritization and problem-solving
- Team oriented with excellent interpersonal skills
- Proven ability to act with a sense of urgency while
maintaining composure and professionalism during critical situations
- Experience in Microsoft Office Suite
About TEKsystems:
We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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