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IT Support Analyst (Platform Support) in Omaha, NE at Gavilon

Date Posted: 7/6/2018

Job Snapshot

Job Description

Job Summary: 

IT Support Analysts are part of the Global Operations team and are responsible for ensuring reliable delivery of computing environments and quick restoration of systems when incidents are encountered.  Support analysts perform service requests extending the use & capabilities of managed systems.  Support analysts monitor environments and planned changes to proactively make or request changes to prevent future issues.

Essential Job Functions:

  • Collaborate with enterprise architects and application teams for effective provisioning, installation, configuration, operation, and maintenance of systems hardware and software and related infrastructure
  • Support various types of hardware including servers, printers, firewalls, routers, switches, storage devices, etc.
  • Log and respond to incident and service request cases, interacting with the service customer in person or by phone, e-mail or instant messaging.
  • Diagnose the nature of an incident.  If, within the individual analyst’s scope and skill level, restore service to individual as quickly as possible.  When appropriate, refer case to the appropriate team / individual for resolution.
  • Work closely with suppliers to clarify responsibilities and dependencies, deliver services and resolve issues.
  • Document support configurations, standards, processes and procedures, and guidelines for incident management.
  • Identify trends and recurring types of incidents.  Perform root cause analysis, identify work-arounds and corrective actions to eliminate future recurrences.
  • Proactively communicate the status of issues and projects to all stakeholders.
  • Implement appropriate monitoring solutions to prevent issues.
  • Automate routine activities with failure notification and escalation.
  • Create knowledgebase articles and other documentation to improve self-service as well as improve team’s effectiveness.
  • Guide policy development, tool selection and process design to improve reliability and timeliness.
  • Participate in disaster recovery planning, test execution and refinement.

    Qualifications/Education/Experience/Skills:

  • Two-year college degree in computer science, information systems or a related field, or equivalent work experience required.
  • Five years LAN and WAN management required.
  • Four years supporting, maintaining, and configuring network devices and services (routers, switches, firewalls and QoS) required.
  • Experience with design, implementation and troubleshooting of remote site connectivity including 3G/4G and VPN.
  • Experience with network monitoring, performance tuning and participating in the on-call rotation.
  • Must be able to travel.  Less than 10%.
  • Palo Alto configuration and management experience a plus.
  • SilverPeak configuration and management experience a plus.
  • Cisco Call Manager experience a plus
  • Experience with PowerShell a plus.
  • Strong customer service ethic.
  • Able to work in a fast paced, complex and dynamic environment.
  • Poise under pressure and comfort with ambiguity.
  • Strong analytical and problem solving skills.
  • Attention to detail.
  • Excellent verbal and written communication skills.
  • Strong organizational skills.
  • Able to prioritize and manage multiple service requests & projects.
  • Training or experience with ITIL a plus.
  • Network certification a plus.

    Special Demands:

  • Frequent sitting at an office desk with computer for long periods of time
  • May require lifting and bending for certain technology systems