Service Desk Analyst - Night Shift
Allyon

Job Title:

Service Desk Analyst

Location:

Dallas, TX - REMOTE

Duties & Key Responsibilities:

• Remote - Applicant must be located within driving distance of Dallas, TX to be able to go on-site as needed.

• Night Position working 8am ET to 8pm ET.

• The Service Desk Agent is an entry-level position providing first-level IT support for service requests and incident resolution.

• This position is in a 24 x 7x 365 environments, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests.

• Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents.

• Level 1 support.

• Email handling. Ensure timely review and action of email in the Service desk mailboxes.

• Familiarity with outlook and the ability to organize and process a large volume of email.

• Phone call handling

• Phone login and logout compliance when on shift.

• Login and be available to take calls at the start of the shift. Utilize the appropriate phone codes when not actively taking customer calls.

• Ensure when shift over, logged out of phone.

• Demonstrate professional conversation during customer calls.

• Operation Bridge Manager (OBM) monitoring.

• Adhere to documented instructions within the alert.

• Create incident ticket and assign to the appropriate group.

• Escalation for alert handling and high priority incidents.

• Utilize Everbridge for handling escalation procedures.

• Invoke the appropriate Everbridge template for escalation.

• Ensure escalation actions are documented in incident tickets.

• Incident ticket (create, update) & manage lifecycle of incident prioritization.

• Data integrity of incident record (categorization tab, resolution details, assignment, etc.)

• Proactive contacts for incidents about to breach Service Level Agreements (SLA)

• Incident restoral and closure

• Quality review of all incidents

• Create and distribute required daily reports.

• Adhere to and execute using Standardized work instructions located in the baseline library & Service Desk SharePoint.

• If updates or changes are identified for standardized work, ensure to communicate to a Service desk Team Leader for action.

• Remote work - Utilized all the documented procedures when working from home.

• Avaya soft phone procedures

• Establishing bridge line/Microsoft TEAMS

• Transferring calls to bridge lines

• OBM monitoring

• Elevated system access request handling

• Password resets/unlock account - Ensure a service Request ticket is initiated for all of these requests

• Onsite support for remote personnel (if geographically near Dallas, TX).

• Vendor/Law enforcement unit (LEU) escorts

• Tape management/backup responsibilities

• Shipping/receiving

• Data center walk through

• Safe Access

• Assist facilities with hardware removal and installation as needed

Minimum Requirements:

• At least 3+ years of prior Service Desk experience working with incident ticketing system and event management.

• Proficient with MS Office: Word, Excel, Outlook, PowerPoint Critical thinking skills Professional communication skills both written and verbal

Other:

• ITIL Foundation Certification preferable, but not required.

Summary:

Allyon is a certified woman-owned small business dedicated to empowering cleared IT professionals to reach their career goals and building high-performance teams for our federal government clients nationwide. With over 15 years of experience supporting the federal government, we've proudly helped professionals like you achieve their career goals across all areas of IT. Apply today and become part of our mission to support the nation's most critical technology, infrastructure, and cybersecurity initiatives. Together, we can drive innovation and make a difference where it matters most!

What we Offer:

• Competitive pay and benefits

• 401k eligibility after 6 months, including company match

Allyon, Inc. is an equal employment opportunities (EEO) employer and terms of employment are without regard to race, color, religion, sex, national origin, age, disability, or genetics. Allyon, Inc. complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment.