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IT Analyst - Incident Managment / Response

IT Analyst - Incident Managment / Response

Insight GlobalSaint Louis, MO, US
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Job Overview

Insight Global is looking for an Incident Management Coordinator to monitor and support large applications. The ideal candidate will have 0-3 years of professional experience working in IT, preferably in a NOC, SOC, or IT Support environment, with broad knowledge of various areas within IT, preferably Networking.

The Incident Management Coordinator will be responsible for providing high-level and timely IT support to all levels, including troubleshooting applications, hosting conference calls, and responding to technical issues. They will also be required to work in a 24x7 environment and be flexible with working hours / schedule.

Responsibilities :

  • Actively and consistently supports all efforts to simplify and enhance the customer experience
  • Manages high / critical incidents and ensures tickets are fully documented and resolved properly
  • Escalates issues as needed to Sr. Systems Support Specialist
  • Monitors system / applications using tools such as Webtop and CPM
  • Responds to requests for technical assistance electronically, by phone and in person
  • Diagnoses and resolves technical issues related to hardware, software and networks
  • Logs interactions via ticketing system and conducts follow-up when needed to ensure closure of ticket
  • Documents processes, resolutions and sends e-mail communications to user base
  • Stays current with system information, changes and updates
  • Assists with Assoc Systems Support Specialist duties as needed
  • Educates IT and the business about security policies and consults on security issues regarding user built / managed system

Requirements :

  • 0-3 years professional experience working in IT - preferably in a NOC, SOC, or IT Support environment
  • Broad knowledge of various areas within IT, preferably Networking
  • Ability to effectively communicate verbally and in writing with all levels of customers
  • Able to work in a 24x7 environment and be flexible with working hours / schedule

    • We are an equal opportunities employer and welcome applications from all qualified candidates.

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