Help Desk Analyst

Collabera; Ashburn (VA); On-site; USD 40,000 - 55,000; Full time

Job summary

Collabera is seeking an Entry Level Network Monitoring and Support professional to join their team in Ashburn, Virginia. You will provide L1 technical support for ATM systems, handle troubleshooting, and track incidents.

The ideal candidate possesses an associate degree in technology and has 1-2 years of experience in a support environment. Proficiency in MS Office and knowledge of tools like BMC Remedy is beneficial.

Qualifications

• Minimum of 1-2 years of experience in a technical customer support/helpdesk environment.
• Demonstrated analytical abilities in independently resolving routine problems.
• ITIL foundation certification a plus.

Responsibilities

• Answer incoming calls for ATM support.
• Provide routine troubleshooting for ATM systems.
• Monitor and address events presented via standard alerting.

Skills

Analytical abilities

MS Office Proficiency

Ability to influence others

Education

Associate degree in technology discipline

Tools

BMC Remedy

Tivoli NetCool monitoring

MS SharePoint 2007/2010/2013

Job description

Job Description

Position Details:

• Location: Ashburn, VA & Highlands Ranch, CO
• Duration: 1 year
• Interview: Phone and In-person interviews
• # of Positions: 1

Entry/First Level Network Monitoring and Support for ATM Network

Provide L1 technical support for Online Payment Giant Inc.’s commercial ATM (Automatic Teller Machines) systems. This includes troubleshooting various common issues experienced with network connectivity to ATM systems at client sites, following documented support procedures ensuring the highest quality of service delivery.

Responsibilities:

• Answer incoming calls on the Online Payment Giant Operation Command Center toll free number for ATM support.
• Provide basic routine troubleshooting for Online Payment Giant Inc.’s commercial ATM (Automatic Teller Machines) systems, in the resolution of incidents. Liaison with L2 support groups in the resolution of incidents for more complex, unfamiliar issues.
• Track and update all incidents in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards.
• Monitor and address events presented via standard alerting utilizing a variety of hardware and software tools and techniques.
• Coordinate and communicate with Telco carriers to resolve circuit related failures.
• Support activities related to scheduled change or maintenance projects.

Qualifications

Qualifications:

• Associate degree in technology discipline or equivalent experience; typically requires a minimum of 1-2 years of experience in a technical customer support/helpdesk environment.
• Demonstrated analytical abilities in independently resolving routine problems within technical areas of responsibility.
• Uses sound judgment in determining priorities and enlisting support of others to prevent compromises to the quality of service delivery.
• Motivated team member with abilities to influence others in collaborative and innovative initiatives.
• MS Office Proficiency.
• Experience with BMC Remedy, Tivoli NetCool monitoring, and Tandem mainframe a plus.
• ITIL foundation certification a plus.
• CCNA certification a plus.
• Experience with MS SharePoint 2007, 2010 or 2013 a plus.

Additional Information

Additional Details:

Position will be located in Ashburn, Virgina (OCE) for day shift schedule of (8:00am - 8:30pm ET) shift work with flexibility.