Senior Support Desk Analyst

The Senior Support Desk Analyst (3rd shift) interfaces with customers, vendors, and business contacts on a daily basis and monitors all environments within Operations. This individual is responsible for Operations when the manager is not onsite. Specific duties and responsibilities include:

Provide second level support on network issues.

Provide second level support on production scheduling issues.

Provide second level support on product application issues.

Open trouble tickets, escalate outages and provide follow-up and root cause analysis where needed.

Coordinate with business product developers and report any new enhancements or product releases back to the group.

Assist in training fellow personnel and take on a leadership role in the abscence of onsite management.

*** THIS IS A 3RD SHIFT POSITION ***

Qualifications

Must have 2 years of progressive, stable Network Operations Center / Help Desk / Operations experience in a large-scale, multi-platform data center.

Must demonstrate knowledge of job scheduling related software packages and the ability to coordinate and adjust schedule requirements.

Must be knowledgeable in network monitoring tools and functions (ping, telnet, routers).

Must possess exceptional customer service skills and an have an understanding of service level agreements.

Must be able to organize multiple tasks simultaneously and streamline workflow management.

Must be an excellent team player able to work with all levels of customer and internal management, independently as well as under direct supervision.

Must have exceptional written and verbal communications skills, interpersonal skills and leadership skills.

Must be available and willing to work 3rd shift.

Benefits
First American offers an empowered work environment that encourages creativity, initiative and professional growth. Our salary and benefits package is competitive including:


Health, dental and vision care

401(k) retirement savings plan including a company match tied to profitability

Long-term disability insurance

Short-term disability insurance

Discount stock purchase program

Tuition assistance program

Title and escrow fee reimbursement program

Company credit union


The First American Corporation is an Equal Employment Opportunity/Affirmative Action employer. Qualified applicants are considered for employment and employees are treated during employment without regard to race, color, religion, gender, sexual orientation, national origin, age, physical or mental disability, medical condition, religion, marital status or veteran status, or any other characteristic protected by state or federal law.