Talent.com
Service Desk Analyst (ITIL)
Service Desk Analyst (ITIL)Tucker-Reeves Associates, LLC • San Antonio, TX, US
Service Desk Analyst (ITIL)

Service Desk Analyst (ITIL)

Tucker-Reeves Associates, LLC • San Antonio, TX, US
job_description.job_card.variable_days_ago
serp_jobs.job_preview.job_type
  • serp_jobs.job_card.full_time
job_description.job_card.job_description

Tucker-Reeves Associates, LLC provided pay range

This range is provided by Tucker-Reeves Associates, LLC. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$60,000.00 / yr - $65,000.00 / yr

Direct message the job poster from Tucker-Reeves Associates, LLC

Tucker-Reeves Associates (TRA) is seeking a Communications Support Analyst who will facilitate daily support functions of a team that is readily accessible to DHA Leadership and will serve as a primary contact point for questions, requests, and reporting on active service interruptions that are impacting the delivery of healthcare globally from the Global Network Operations Center (GNOC). This is an On-Site position located at Customer Address : Tech II Building, 3130 General Hudnell Dr., San Antonio, 78226.

RESPONSIBILITIES :

  • Responsible for the daily Communications Cell operations and alignment of GNOC communications to provide information to our key enterprise leaders and stakeholders.
  • Actively engage in the implementation of the Continual Service Improvement Plan for the Global Network Operations Branch (GNOB).
  • Monitor GNOC Ops Cell group box and answering Watch Officer (CIO) telephone hotline
  • Manage GNOB POC Database for Enterprise Service Owners and Stakeholders
  • Provide customer support for ServiceNow (MHSSHD) usage issues
  • Confirm Master Incident and / or Problem record assignment for major issues
  • Support active documentation of ongoing service interruptions working closely with MIM team to document missing details needed on service interruptions.
  • Participate on MIM Bridge Calls and provide support for executive level requests.
  • Review documentation, notifications, and reporting of active service interruptions.
  • Work with BMC Remedy and ServiceNow (MHSSHD) ticketing systems for daily tasks and record management.
  • Issues range from ticket routing for backend operations to break / fix issues for everyday users such as : major PC software troubleshooting and patch maintenance, hardware troubleshooting in a remote setting, and ticket cleanup and maintenance

REQUIREMENTS :

  • Bachelor's Degree (High School Diploma and equivalent technical experience and certifications may be used in lieu of BS / BA degree)
  • 3+ years of related job experience; 8+ years without BS / BA degree
  • Familiar with Service Desk support methodology
  • Be able to work on shifts (or on call) as necessary to support the 24x7 GNOC mission
  • ITILv4 Foundations Certification (Preferred)
  • Experience developing various data analytics and operational performance reports.
  • Experience creating and delivering executive summary and after action reports.
  • Experience in developing quality measures and approaches to enhance service quality.
  • Excellent interpersonal skills and the ability to interface with internal and external customers, vendors and management.
  • Proven experience with ServiceNow ITSM
  • Knowledge of ITILv4 practices
  • Have or able to obtain a successful ADP II Public Trust or Secret Investigation adjudication
  • Have or able to obtain requisite DoD 8570 certifications
  • Experience with federal contracting, including the Department of Veterans Affairs

    • This is an On-Site position located at Customer Address : Tech II Building, 3130 General Hudnell Dr., San Antonio, 78226.

    Seniority level

    Seniority level

    Mid-Senior level

    Employment type

    Employment type

    Full-time

    Job function

    Job function

    Information Technology

    Industries

    IT Services and IT Consulting

    Referrals increase your chances of interviewing at Tucker-Reeves Associates, LLC by 2x

    Inferred from the description for this job

    Medical insurance

    Vision insurance

    401(k)

    Get notified about new Service Desk Analyst jobs in San Antonio, Texas Metropolitan Area

    Global Customer Service Support - Technical Support Specialist

    Brooke Army Medical Center IT Support Services Incumbent Capture

    Bi-lingual Call Center Rep / Pharmacy Tech Support

    Government and Public Sector - Service Support Desk Analyst

    We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

    J-18808-Ljbffr

    serp_jobs.job_alerts.create_a_job

    Service Desk Analyst • San Antonio, TX, US