IT Helpdesk Executive

POSITION SUMMARY:

The IT Helpdesk Executive is responsible for monitoring the production environment, ensure the systems we monitor are online and functioning properly, escalate problems and issues to appropriate Core Service, Network Services, and/or Application Teams. The systems we provide monitoring for include but are not limited to; the Global Enterprise Data Center (EDC), Active Directory, Global Messaging, Networking, Enterprise Applications, DIS/BizTalk, and Agency Systems/Servers.

Responsible for effectively coordinating and running SWAT calls and communicate outages via email notification to Global IT Staff, via GIS Notifications. Ensuring timely follow-up communications are sent and/or are coordinated between shifts to be sent as required.

Responsible for providing after-hours and overflow support to Enterprise Service Desk/ESD. Generating tickets via Remedy/Helix ticketing system, routing and resolving tickets as required. Assists with basic troubleshooting of systems, networks, and applications using standard troubleshooting tools/playbooks. Following standard operating procedures, performs first-level troubleshooting to determine/resolve problems. Escalate technical problems to Core Services, Network Services, or application owners to determine corrective actions after initial troubleshooting has been completed/documented as outlined in playbooks.

The Advanced Response Group provides services 24x7, the ability to work independently and efficiently without direct supervision of day-to-day tasks is required. Operational tasks and maintenance procedures are completed, and service level agreements are met using industry-standard monitoring tools. Shifts are static and do not rotate. However, we are required to provide coverage 24x7 which may require individuals to cover shifts that fall outside of their normally scheduled working hours.

ESSENTIAL FUNCTIONS:

• Monitor servers, systems, and storage environments in the Global Enterprise Data Center (EDC).
• Monitors Global Messaging/M365 Environment.
• Monitors Active Directory Environment.
• Monitors Global Network Environment.
• Monitors Enterprise Applications.
• Follows documented escalation procedures for all services and ensures timely escalation.
• Utilizes monitoring tools to ensure availability and functionality of all monitored services & applications.
• Utilizes basic systems, network, and application tools for troubleshooting.
• Work with appropriate teams and owners to ensure proper monitoring, troubleshooting, and escalation processes are current.
• Assists ESD and provides customer service as required.
• Document updated processes, outages, and shift information in the pass-down log.
• Seek to increase knowledge and training team members on new processes to ensure overall team success.
• Perform other job duties and responsibilities as assigned.

EDUCATION, SKILLS, AND EXPERIENCE REQUIREMENTS:

• Graduate.
• An Associate Degree in Computer Science or related discipline is preferred.
• At least 2 years of experience monitoring systems, networks, Active Directory, Messaging, and Cloud Base Solutions.
• Experience with Monitoring Management software (Splunk, OpenView, SolarWinds, RDP, etc.) is required.

This will be on staffing payroll.