6 days old
2018-05-142018-06-11

ITOC/Help Desk Support

Carmel, IN 46032
  • Job Code
    620654

Company is looking for 2 (Potentially a 3rd) ITOC specialists to provide first level support in a 24x7 environment. Candidate will be responsible for providing 1st tier/level support to internal and external end users by answering calls and resolving trouble tickets (20 tickets on average) of varying complexity. Typical issues will be troubleshooting internal system access, password resets, and windows applications. The ideal candidate will have steady job history (not job hopping) be a team player, possess excellent customer service skills, and will need to hit the ground running to provide support quickly. This is a fast paced environment so candidates who can catch on quickly and essentially be a 'jack of all trades' with regards to handling issues, would be great. Candidate will have 2-3 years of technical support experience ideally in a 24x7 environment and it would be great if they have previous experience in a Network Operations center.


ESSENTIAL JOB FUNCTIONS


-Provide first level telephone support for end-user applications. (windows support, application troubleshooting, password resets, etc...)


-Process system access requests, password resets and conference bridge setups.


-Diagnose, resolve or escalate issues and problems.


-Assist System Administrators and Business Process owners in production related issues.


-Monitor and support internal systems, create service tickets (estimated around 20 tickets, but that depends on complexity), and call out of administration support staff to resolve issues.


-Report on system and application issues and metrics as deemed appropriate.


-911 enhanced support.


-Compliance with all processes, procedures, and standards applicable to the position including (but not limited to): SAS 70 (Statement on Auditing Standards 70), CIP (Critical Infrastructure Protection), Change Management, Tariff (Open Access Transmission, Energy and Operating Reserve Markets Tariff), FERC (Federal Energy Regulatory Commission), NERC (North American Electric Reliability Corporation), U.S. Department of Homeland Security, and NAESB (North American Energy Standards Board).


Preferred Experience:


-2-3 years of IT support center experience or performing technical support (windows OS, Password Resets, troubleshooting software, etc...)


-1-2 years of experience within Network Operations Center preferred (24x7 environment)


-Experience working with internal and external users (candidate will work with internal company employees/contractors as well as external market members to resolve issues) Candidate must possess great customer service abilities to identify and resolve issues quickly and professionally.


Plusses:


-Experience with enterprise monitoring background (NOC), application monitoring and or leaning towards more of TIER2 support. (This is not mandatory, but we will be more selective during the interview process.)


-Bachelors/Associate Degree in an IT related field


-Application monitoring experience is a plus for the candidate, but not a deal breaker.


Interview Process: Interview will be a face to face interview with the manager and NOC lead.


Shifts:


M-T-W (Noon to Midnight), and every third Sunday as part of the rotation.


T-F-S (Noon to Midnight), and every third Sunday as part of the rotation.


(Potential 3rd Shift Option) - T-F-S (Noon to Midnight), and every third Sunday as part of the rotation.


Vendors - PLEASE make sure candidates are comfortable working shift work (ideally having worked that in the past)

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ITOC/Help Desk Support

Randstad Technologies
Carmel, IN 46032

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ITOC/Help Desk Support

Randstad Technologies
Carmel, In
US

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