Hi,
*Please reply to **[email protected]* <[email protected]>* and put cc to **
[email protected]* <[email protected]>* or feel free
to contact me on 732-734-0711.*
Title: Service Desk Technician
Location: *Redmond WA*
Duration: 3—6 Months
Skills:
- Five years of IT experience. Time working at Microsoft a plus.
- Two years experience working with Windows Server products.
- One year working on a Service Desk. Experience with Microsoft Product
Studio a plus.
- Strong scripting skills a plus.
- Experience working in a data center.
- Experience implementing and operating an imaging system.
- Experience patching a large number of servers.
- MCSE certification - the more current, the better.
- Able to work as a V-
- Please include hourly rate with any resume
*Title*
*Role*
*Service Desk Technician*
The primary role of the Service Desk Technician is the first line of
defense in restoring services back to normal. Along with fixing technical
problems the duties can include fulfilling service requests, and answering
questions – generally anything needed to allow the users to return to a
satisfactory working condition.
Note: Certain Service Desk Technician may have specialized skills that allow
for help with Operations Engineering responsibilities.
*Responsibilities*
The Service Desk Analyst is the first line of response for the User. The
core responsibilities include:
- Providing a single point of contact (The Service Desk) for partners.
- Ensuring that all requests are recorded.
- Provide initial assessments of all incidents.
- Perform reoccurring operational tasks that are well documented and have
Knowledgebase Articles.
- Making first attempt at incident resolution.
- Referring to engineering when needed.
- Monitoring and escalation of all incidents according to agreed service
levels.
- Keeping Users informed on status and progress.
- Closing incidents and confirmation.
- In special cases assist with Operations Engineering responsibilities
where needed.
- Monitoring and reporting of issues.
- Escalation.
A breakdown of the Service Desk Activities can be found in the appendix.
*Activities*
Service Desk Activities:
The following are Service Desk Activities. This list does not include all
activities. Eventual the list will be replaced by a service catalog.
Process:
- Ticketing:
- Monitor Operations email queue to see if any tickets need to be
created.
- Creates tickets identified through Monitoring alerts.
- Sending link to survey for each resolved User ticket.
- Monitoring:
- Adding MOM agent to production servers.
- Monitoring the status of specific systems, job queues, etc.
- Monitoring the status of the network.
- Patching:
- Security Update deployments.
- Emergency patching.
- Permissions:
- Implement approved user permission requests
- Adding Analysts to the "Analyst" table in AVSubmit so they can use
Analyst Workstation.
- Resolving access issues.
- Resolving account issues.
- Approving account extensions.
- Planning and implementing password resets.
- Inventory:
- Performing routine inventory of servers and network equipment.
- Adding new servers to the IDB.
- Software:
- Ensuring that batch jobs, archiving, etc. are performed.
- Running scheduled housekeeping jobs, such as DB maintenance, file
clean-up, etc.
- Renewal of SigPipe SSL Certificate.
- Resolving Spynet problems when Forefront TMG denies the specified
Uniform Resource Locator.
- Resolving Analyst Infopath errors.
Infrastructure:
- Backup:
- Setup and perform scheduled backups.
- Data recovery.
- Backup troubleshooting.
- Hardware:
- New server setup, rack & stack and imaging.
- Burning images for distribution and installation on new servers,
desktops or laptops.
- Hardware troubleshooting.
- Naming and renaming servers.
- RMA of failed warranty hardware.
- Acquiring temporary storage space for Users.
- Rebooting servers.
- iLO setup and support.
- SQL:
- Setting up DB backup files.
- SQL connection errors.
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Thanks & Regards
Neal Smith
Technical Recruiter
Astoline Inc
Office: 732-734-0711
Email: [email protected]
