Help Desk Analyst
CompuGain - Frederick, MD

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Measurements of Success:
Excellent working relationship with all of our customers and partners. Ability to troubleshoot and diagnose issues with our LAN and WAN, dial in, while meeting service level commitment timeframes. Excellent customer service delivery as demonstrated by clear, detailed and concise trouble tickets and outage notification communications. Technical abilities to resolve 1st level networking and systems related issues. Network availability stats that meet our objectives.

Areas of Responsibility:
LAN / WAN Network and Server monitoring and troubleshooting, Dial-in environments, and application / network performance analysis using network performance analysis using network sniffer technologies along with other troubleshooting technologies. Resolve somewhat complex problems. Serve as an escalation point for junior staff members. Manage problems to ensure they are escalated and resolved in a timely manner. Supports level 2 production needs and maintenance of systems to ensure performance levels. Performs organized systems test and post implementations audits to determine proper system functionality. Address limited end-to-end performance analysis and tuning as required for all open systems and applications. Provide technical development and support skills within the LAN / WAN environment.

Work Environment:
MCNC command center. Working within a team of technical associates. Providing 7X24 support.

Technical Qualifications & Education Required:
Technical Skills/Computer:
Some knowledge of NT, Unix system support and troubleshooting.

Working knowledge of CISCO / HP routers, switches and hubs.

Solid internetworking troubleshooting skills.

Technical Skills/Other:
Excellent problem management skills

Excellent vendor management skills

Excellent interpersonal skills

Excellent communication skills both written and oral

Education/Experience:
BS/BA desirable, High School Diploma, NT, Unix, CICSO Technical certifications. MCN 2K and VPN experience.

Hours 3:00pm-11:30pm

CompuGain - 19 months ago - save job - block
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