Windows Incident Support Analyst

Must be US citizen with a minimum of 6 months of experience in Windows user administration and Windows domains.
Full Time
Work from home not available Travel not required

Job Description

Location:  Must be on-site in Salt Lake City, UT (no remote)

Must be US citizen, supporting government client

The Level 1 Windows Incident Support Analyst supports and maintains Windows servers, patching, instant messaging, MS Exchange, database environments and/or host infrastructures.  This includes responding to system outages, maintenance, and other problems, and being the first point of contact for documented hardware and software problems.

  • Handle day-to-day change management issues within the guidelines of the Global Incident Management process and adhering to client requirements and deliverables.  
  • Learning and understanding of tickets status and updates to logs in the ticketing tools is crucial.  
  • Working with vendors and clients, the Command Center staff must provide guidance, visibility and proper communication to management.  
  • At times follow proper escalation procedures for both internal and client notifications.
  • Delivers first level remote hardware and software support services to clients to resolve product use and multi-product/platform problems, and/or questions relating to enterprise systems, networks and application software, as well as desktop applications that are beyond the scope of the client’s first level help desk support function.
  • Provides referrals and/or dispatches to other service providers to ensure that client’s service level and technical requirements are met.
  • Provides alerts and situation status information to both client and internal management.
  • Coordinates critical customer issues as well as new product and/or system implementations.
  • Participates in patching of servers for multiple clients using industry recognized tools and methodology.

Key Responsibilities

  • System Management – Responsible for the day to day support of computer systems running on a host operating system.  These may be stand-alone, hosted and virtual, or networked systems and may exist in homogenous or heterogeneous environments.  Some of these tasks are:
    • Monitor system performance, service availability, scheduled maintenance tasks and event logs for normal operations. Apply documented system and security patches to ensure the security and stability of the environment.
    • Perform technical system performance monitoring.
    • Perform hardware and/or software maintenance.
    • Ensure proper backups are made of systems to allow for recovery of systems and data.
    • Monitor system capacity against specific capacity plans.
    • Document basic reporting procedures for common tasks.
    • Assist in implementation of basic, recurring change request.
    • Perform minor changes with the oversight of a more senior analyst.
  • Incident Management – Perform initial incident investigation, resolve well defined or basic technical issue incidents using documented procedures and obtain recovery of normal operations as quickly as possible.
  • Change Management – Document basic change implementation plans and execute the plans reviewed and approved by senior analysts. Perform basic with the oversight of a higher-level analyst.
  • Problem Management – Gather and document information to assist with the root cause or escalate to tier 3 for solution.
  • Consulting –Assist senior analysts in supporting specific client environments.

Technical and Behavioral Skills

  • High school diploma or GED required
  • Background investigation and drug screen required
  • Experience working in a data center supporting host systems.
  • A minimum of 6 months of experience in Windows user administration and Windows domains.
  • A knowledge of Windows Active Directory, DNS and DHCP.
  • Knowledge of other Microsoft Server products. 
  • Microsoft certifications for Windows Server 2008 required. (2012 a plus)
  • Knowledge of commercial backup solutions from Symantec and similar platforms.
  • Familiar with SAN and NAS storage systems
  • Ability to work with customers and other technical teams.
  • Knowledge of standard networking ports and protocols.
  • Ability to follow documented patch management solutions.
  • Familiarity with IT Service Management terms and processes.
  • Must be available for varying shifts on a possible rotating basis, including nights and weekends
Dice Id : kencobb
Position Id : 677857
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