Operations Support Technician/Technical Writer - Command and Control

Operations Support Technician to support the Service Desk in Meridian, ID, providing software, hardware and network problem resolution for clients, and creating and maintaining operational reporting and documentation.

Requirements

• Monitor incoming Customer Contact traffic to ensure Service Desk Service Level Requirements (SLRs) are met
• Proactively monitor all agents in the Call Management System
• Liaises with other departments to assist in resolving outages or degradations in service
• Serve as the primary point of contact for Tier 1 and Tier 2 agents to report suspected network outages
• Maintain and broadcast outage information on both the phone system and the Knowledge Center
• Responsible for creation and maintenance of detailed operational reporting, deliverable on a scheduled and ad hoc basis
• Performs process analysis to identify dynamic solutions to operational challenges
• Thorough understanding of service desk processes and documentation requirements
• Provides guidance and mentoring to launch self-serve reporting for internal customers
• Responsible for performing ad hoc general and project-specific tasks involved in the support of the service desk
• Collaborate with colleagues and other work groups to gather and vet data to ensure accuracy of deliverables

Benefits

• Paid Time Off
• 401k Matching
• Retirement Plan