Service Desk Level 1 - Brilliance Cyber Systems INC

Job Title: Service Desk Level 1

Location: Harrisburg, PA (Onsite)

Duration: Long Term Contract





Job Description:


Answer inbound phone calls concerning network issues from employees, and LEC/Last User Contract, LUC, vendors.
Creates and escalates Service Now trouble tickets to Engineers, tier two staff, and/or third-party service providers to ensure the quick resolution of IT/Network issues.
Works with Engineers, client's staff and contracted personnel, and/or third-party providers as needed.
Research and update reference publications and diagnostic aids to seek information necessary to resolve end-user issues as needed.
Follows IT Service Desk and Network Operator Knowledgebase procedures and makes recommendations when improvements are needed.
Utilize network management tools, such as Solar Winds, to monitor remote sites network and hardware.
Responds to outages and system failures using established escalation processes.
Provide first-line investigation and diagnosis of network incidents, logging all details and prioritization of incidents.
Escalate after hours incidents to afterhours staff for resolution.
Promptly assign unresolved incidents to higher Tier support or LUC providers to coordinate restoration of service and obtain the necessary information for recording/tracking the outage or degradation of service.
Coordinate with network staff and various vendors to assist with service restoration based on alarm conditions.
Participates in disaster recovery.


Required Skills:


Ability to be clearly understood and has excellent phone etiquette.
Ability to support end-users with varying IT skillsets.
Ability to follow directions, especially when using established operation and knowledgebase documentation, and Commonwealth standard operating procedures.
Ability to troubleshoot end-user issues and/or escalate as needed to ensure quick resolution.
Experience with incident management, call tracking, and ticketing software.
Preferred 2+ years previous systems administrator, help desk, and/or call center experience.