MA NG911 Help Desk Analyst - 2nd and 3rd Shift
Receives calls from statewide customer user base at centralized help desk and NSOC (network and security operations center). Open Remedy trouble ticket and process ticket following work instructions. Perform initial troubleshooting and triage tickets; including remote access of datacenter servers; network routers; etc. Review and update Remedy tickets with latest status and track to closure of ticket. Monitor alarm systems and escalate to network engineers and other subject matter experts as directed in work instructions. Coordinate with partners; engineering staff; manufacturers; and customers to communicate incident status and direct dispatch and logistics of technicians; spares; and replacement equipment. Responsible for the analysis; administration and support of voice; video; and/or data communications networks. 1. Analyzes; administers and maintains voice; video; and/or data communications networks. 2. Manages the usage and performance of voice; video and/or data communications networks. 3. Maintains network security and ensures compliance with security polices and procedures. 4. Evaluates hardware and software; including peripheral; output; and related equipment. 5. Participates in the development and implementation of network-related procedures and standards. 6. Participates in and may lead aspects of major network installations and upgrades. 7. Interfaces with vendors to ensure appropriate resolution during network outages or periods of reduced performance. 8. Develops and implements testing strategies and document results. 9. Provides advice and training to end-users. 10. Troubleshoots and resolves complex problems. 11. Maintains current knowledge of relevant hardware and software applications as assigned. 12. Participates in special projects as required. Education Bachelors Degree in Computer Science or a related technical discipline; or the equivalent combination of education; technical certifications or training; or work experience. Qualifications 2-5 years of directly related experience in help desk operatons and network administration and support. - Prefer experience with VoIP telephony. - Prefer experience with alarm and network monitoring using SolarWinds Orion or equivalent network management system - Prefer experience with Remedy trouble ticketing system or equivalent. - Experience with network security / information assurance a plus. Position works 10 hour shifts; 4 days in a row with 3 consecutive days off. Schedule is SUN - WED or WED - SAT ; 2nd shift and 3rd shift hours are available.