Service Desk Specialist


Primary Location: Lightwave Data Center, San Diego, CA

Reports to: Director of Technology

SUMMARY
The primary objective of the Service Desk Specialist is to provide exceptional Tier I technical support for all AIS-Managed Service issues, providing timely resolution to routine requests.  The candidate will ensure continual availability of contracted services and that all service level agreements are met.  Key support activities include: implementation, documentation and support of various managed services (e.g. Managed OS, Active Directory); connectivity troubleshooting; systems, network, facility and security monitoring; and facility access control via the NOC environment within a 24×7 managed services data center.

In addition, the Service Desk Specialist will be expected to assume the role of an operational subject matter expert (SME) for one or more technical fields assigned by the team lead.

The operational SME will be expected to:

  • Assume the leading operational role in assigned technical fields
  • Guide and mentor peers in assigned technical fields
  • Be responsible for knowledge distribution
  • Be responsible for advancing the organizational knowledge in assigned technical field
  • Work closely with the Solution Architecture team in identifying technology developments in assigned technical fields that may improve operational efficiencies

REQUIREMENTS
The Service Desk Specialist will ideally have 1-3 years documented experience resolving technical issues in a call center environment. The position requires broad-based, hands-on experience with IT service management and administration:

  • Provide 24/7 support for user accounts in Active Directory, Exchange, and for VPN connectivity
  • Provide remote end-user support for clients unable to access services
  • Triage and escalate issues to tier 2 support within Service Level Objectives
  • Function as a liaison between client, vendors, and specialists
  • Respond to client inquires on Managed Services in a timely manner
  • Assist with documentation creation and dissemination
  • Provide regular reports to management on issue progress and tracking
  • Review all Managed Service tickets for completeness
  • Assist with process improvement in regards to Managed Services
  • Work with management to develop managed service policies and procedures
  • Oversee after hour maintenances on managed systems and equipment
  • Excellent written and verbal communication skills
  • Ability to lift 50 pounds
  • Employment contingent upon successful completion of background investigation and pre-employment drug screen

SKILLS
The Service Desk Specialist will need demonstrable skills in the following areas:

  • Established familiarity in multi-tenant, virtualized environments and cloud computing service models
  • Operating System knowledge of both Windows and Linux environments
  • Previous basic experience in an Active Directory and Exchange environment
  • Understanding of virtualization and cloud concepts
  • Understanding of IT security concepts and requirements
  • Firm understanding of installation, configuration and troubleshooting techniques
  • Understanding of LAN architectures, cabling systems, OSI model, TCP/IP addresses, Ethernet
  • Use of ping, traceroute, nslookup, dig and other troubleshooting commands
  • Demonstrated experience documenting policies and procedures
  • Functional knowledge of DNS, HSRP and related networking concepts
  • Understanding of backup and data protection objectives including disaster recovery methodologies
  • Managed services provider (MSP) support experience desired.
  • Demonstrated ability to find answers to technical questions using available resources
  • Excellent attention to detail
  • Accomplished in customer service relations
  • Knowledge of data center operations is a plus
  • Awareness of various regulatory compliance is beneficial (e.g. HIPAA, HITECH, SOC, SOX, PCI, HITRUST)
  • High aptitude and desire to learn new technical products, services, systems and concepts and make application
  • Well-developed interpersonal, organization and prioritization skills
  • Strong understanding of the ITIL framework, specifically in the areas of Service, Change, Incident, and Problem management
  • Strong communication and presentation skills as well as effective planning and prioritization skills
  • Ability to influence without authority
  • Basic understanding of sales, marketing, operations, finance & accounting, and international business practices
  • Self-motivated and “can-do” attitude

EDUCATION AND PROFESSIONAL CERTIFICATION
Two-year technical degree or the equivalent combination of education, professional training, or work experience.

AIS Technology Services encourages candidates to obtain relevant industry certifications and will assist in the process, based on business needs. Preferred candidate will hold one or more of the following industry certifications:

  • ITIL Certification (Strongly Preferred)
  • Cisco Certified Network Associate (CCNA)
  • Industry Standard Security Certifications
  • Cloud-based certifications (Microsoft, VMware, AWS)

Federal law requires all employers to verify the identity and eligibility of all persons hired to work in the United States. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. No phone calls, please.

Please send resumes to: careers@americanis.net with the subject: Service Desk Specialist.

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