Helpdesk Analyst

Collabera; Highlands Ranch (CO); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading IT staffing firm is seeking an Entry/First Level Network Monitoring professional to provide technical support for ATM systems. This role requires a minimum of 1-2 years' experience in a technical customer support environment, and candidates should possess an associate degree in technology. Responsibilities include troubleshooting network connectivity issues and documenting incidents. The position offers a night shift schedule with potential for weekend coverage, ensuring high-quality support for clients.

Qualifications

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

Responsibilities

• Provide L1 technical support for ATM systems.
• Answer incoming calls for ATM support.
• Track and update incidents in the incident management system.

Skills

Analytical abilities

Team collaboration

MS Office Proficiency

Education

Associate degree in technology discipline

Tools

BMC Remedy

Tivoli NetCool

MS SharePoint 2007, 2010 or 2013

Job description

We provide cost-effective, high quality IT resources to meet talent needs through Staff Augmentation, Global Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing & Solutions) Permanent Placement Services and Vendor Management Programs.

Collabera has been a leader in IT staffing for over 24 years and is one of the largest diversity IT staffing firms in the industry. We are known for our high-touch, customer‑centric approach, offering our clients unmatched quality, responsiveness and flexibility. We are appreciated by our clients for our streamlined execution, highly efficient service and exceptional talent management that go above and beyond traditional staffing services. Collabera has been named the Best Staffing Firm to Work For in the large firm category by Staffing Industry Analysts, the global advisor on contingent work, for four consecutive years.

Job Description

Position Details:

Location: Ashburn, VA & Highlands Ranch, CO
Duration: 1 year.
Interview: Phone and In‑person interviews.
# of Positions: 2

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. Liaisons 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:

Nightshirt schedule of Monday - Friday (8:00pm - 4:30am ET) with flexibility to provide weekend coverage on occasion as needed.