Service Desk Analyst – Night Shift

System One; Dallas (TX); Remote; USD 41,000 - 48,000; Full time

Job summary

A leading company is seeking a Service Desk Analyst for night shifts, providing first-level IT support in a remote capacity while being local to Dallas, Texas. The position offers a competitive hourly wage, requiring effective communication skills and experience with incident ticketing systems. This role involves handling service requests, email management, and operational incident resolution in a fast-paced, 24/7 environment.

Benefits

Health and welfare benefits

401(k) participation

Qualifications

• 1-3 years of Service Desk experience working with incident ticketing systems.
• Must be able to demonstrate effective communication skills.
• Experience with MS Office applications required.

Responsibilities

• Provide first-level IT support for service requests and incident resolutions.
• Handle incident ticket lifecycle from creation to closure.
• Monitoring operational dashboards and group email.

Skills

Critical thinking

Professional communication

Proficiency in MS Office

Education

ITIL Foundation Certification

Job description

Service Desk Analyst – Night Shift
8pm EST – 8am EST shift (7pm Central Time – 7am Central Time)
Remote, but must be local to Dallas, Texas
$20/hr W2
Must be able to obtain a Public Trust clearance
US citizenship required per government contract

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 environment, 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.

Knowledge and Skills Required:
• At least 1-3 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.
• ITIL Foundation Certification preferrable but not required.

Responsibilities:
• 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 – Utilize all the documented procedures when working from home.
• Avaya soft phone procedures.
• Establishing bridge lines/Microsoft TEAMS meetings.
• 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 or East Rutherford, NJ).
• 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.

System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

#M2

Ref: #850-Rockville (ALTA IT)