Job Title: IT Operations Center Analyst 
Location: Seattle, WA Remote
Term: 12 Months Contract

General Summary:

Under general direction the IT Operations Center (ITOC) Analyst will oversee complex network components and Will be responsible for network monitoring and management in a 24x7 environment. From a centralized location the ITOC Analyst will monitor for issues pertaining to usage of bandwidth, utilization of the server, uptime, and other crucial elements. If systems experience an outage the ITOC Analyst will resolve issue by isolating programs and collaborating with engineers and team members to find quick and appropriate fixes.

Essential Functions:

The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may

• Not be required to perform all duties listed and may be required to perform additional, position-specific duties.
• Will work in a 24x7 operations environment, which will require working non-standard hours, monitoring day
• to day issues related to computers, networks, applications, critical infrastructure, and Info-security.
• Performs triage and escalates to support teams.
• Perform triage and escalate issues to support teams
• Provide information to support teams as needed to resolve issues
• Document issues in ServiceNow ticketing systems and follow up on unresolved issues.
• Identifies and resolves desktop/laptop/printer problems, such as device connectivity, hardware/software
• performance issues, etc. to ensure high reliability and optimal performance
• Remotely access customers PC’s and troubleshoot issues.
• Perform routine maintenance tasks, patching and upgrades
• Configure monitoring tools to provide performance metrics
• Facilitates and manages conference calls and bridges during critical events and outages
• Resolve technical issues related to computer hardware, software, network devices, and network connectivity.
• This includes, but is not limited to, MS Windows Desktop, laptops, scanners, printers, servers, MS Office
• products, Active Directory etc.
• Develop strong relationships within IT and business customers; works collaboratively across departments.
• Champions and models core values and demonstrates values-based behaviors in everyday interactions across the agency.
• Contributes to a culture of diversity, equity and inclusion in alignment with  Equity & Inclusion Policy.
• It is the responsibility of all employees and temporary contract workers to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees and contract workers.
• It is the responsibility of all employees and temporary contract workers to integrate sustainability into everyday business practices.
•  Other duties as assigned.

Specific Qualifications, Knowledge, and Skills:

• ITIL or service management principles and guidelines.
• Service Now or other IT Service Management software.
• Tier 1, Tier 2, and Tier 3 process and workflow management.
• Office 2016, Windows OS, Mac OS, Android/Apple mobile devices; support forSpecialized  software such as CAD.
• Windows, Unix/Linux server, VM experience.
• Cisco, Juniper, Microsoft certifications preferred.
• Previous knowledge pertaining to Solar Winds preferred.
• Network and IT Infrastructure monitoring experience.
• Troubleshooting in a complex IT environment.
• Leading process improvement efforts, implementing process changes and improving
• Productivity through process improvement; ability to promote and implement continuous process improvement within and across teams.
• General hardware, software, and client technologies.
• Customer service principles and practices.
• Managing multiple, competing priorities.
• Communicating effectively across a wide variety of technical and business personnel.
• Effective oral and written communication.
• Pertinent federal, state, and local laws, codes, and regulations.

Physical Demands/Work Environment:

• Work will be performed in a standard office environment and/or via a remote office.
• Promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.
• It is the responsibility of all employees and temporary contract workers to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees and contract workers.

Companies across U.S. have engaged ReqRoute, Inc to deliver skilled, dedicated IT professionals. Recruiting is our passion and we support Fortune 1000 companies with their hiring needs. We always seek to deliver competitive and sought-after career opportunities to our potential consultants and employees. We invite you to review the position requirements and apply today if your skills match our needs.  
 
ReqRoute, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law. (www.reqroute.com)