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1809 - Service Desk Analyst
Proactively monitors the health of the system and stability of IdAM services
Coordinates and engages Enterprise Services wherever required
Provides support to the enterprise Tier 1 Help Desk
Provides excellent customer service and timely resolution to user reported incidents
Documents and tracks customer incidents and requests via ticketing management system
Escalates tickets to appropriate teams when applicable
Provides troubleshooting assistance to Tier 3, when needed
Provides support to the System team during the operational baseline
Provides support to planned enterprise outage activities, when needed
24/7 On-call support for critical Operations in the field when needed
Proven problem-solving skills emphasis on first time resolution.
Excellent customer service skills
Strong communication skills, both verbal and written
Proven ability to quickly learn new software and IT concepts
Systems administration of Linux OS, COTS / FOSS software, and/or web services
Demonstrates initiative, independent problem-solving skills, and a customer service-orientated personality
Bachelor’s of Science, Technology, Engineering and Mathematics (STEM) degree or equivalent work experience
Knowledgeable in problem management, incident management, service transition processes including escalation based on incident urgency, impact, and associated priority
Experience using ServiceNow
Understanding of enterprise IAM services, Identity Governance / Provisioning, Active Directory, LDAP, and PKI
Experience supporting software deployments
COMP TIA Security+ (have or able to obtain), ISC2 CISSP, or other cybersecurity certification
US Citizenship required
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