Tucker-Reeves Associates, LLC
Service Desk Analyst (ITIL)
Tucker-Reeves Associates, LLC, San Antonio, Texas, United States, 78208
Tucker-Reeves Associates, LLC provided pay range
This range is provided by Tucker-Reeves Associates, LLC. Your actual pay will be based on your skills and experience talk with your recruiter to learn more. Base pay range
$60,000.00/yr - $65,000.00/yr Direct message the job poster from Tucker-Reeves Associates, LLC Tucker-Reeves Associates (TRA) is seeking a Communications Support Analyst who will facilitate daily support functions of a team that is readily accessible to DHA Leadership and will serve as a primary contact point for questions, requests, and reporting on active service interruptions that are impacting the delivery of healthcare globally from the Global Network Operations Center (GNOC).
This is an On-Site position located at Customer Address: Tech II Building, 3130 General Hudnell Dr., San Antonio, 78226. RESPONSIBILITIES: Responsible for the daily Communications Cell operations and alignment of GNOC communications to provide information to our key enterprise leaders and stakeholders. Actively engage in the implementation of the Continual Service Improvement Plan for the Global Network Operations Branch (GNOB). Monitor GNOC Ops Cell group box and answering Watch Officer (CIO) telephone hotline Manage GNOB POC Database for Enterprise Service Owners and Stakeholders Provide customer support for ServiceNow (MHSSHD) usage issues Confirm Master Incident and/or Problem record assignment for major issues Support active documentation of ongoing service interruptions working closely with MIM team to document missing details needed on service interruptions. Participate on MIM Bridge Calls and provide support for executive level requests. Review documentation, notifications, and reporting of active service interruptions. Work with BMC Remedy and ServiceNow (MHSSHD) ticketing systems for daily tasks and record management. Issues range from ticket routing for backend operations to break/fix issues for everyday users such as: major PC software troubleshooting and patch maintenance, hardware troubleshooting in a remote setting, and ticket cleanup and maintenance REQUIREMENTS: Bachelors Degree (High School Diploma and equivalent technical experience and certifications may be used in lieu of BS/BA degree) 3+ years of related job experience; 8+ years without BS/BA degree Familiar with Service Desk support methodology Be able to work on shifts (or on call) as necessary to support the 24x7 GNOC mission ITILv4 Foundations Certification (Preferred) Experience developing various data analytics and operational performance reports. Experience creating and delivering executive summary and after action reports. Experience in developing quality measures and approaches to enhance service quality. Excellent interpersonal skills and the ability to interface with internal and external customers, vendors and management. Proven experience with ServiceNow ITSM Knowledge of ITILv4 practices Have or able to obtain a successful ADP II Public Trust or Secret Investigation adjudication Have or able to obtain requisite DoD 8570 certifications Experience with federal contracting, including the Department of Veterans Affairs This is an On-Site position located at Customer Address: Tech II Building, 3130 General Hudnell Dr., San Antonio, 78226. Seniority level
Seniority level
Mid-Senior level Employment type
Employment type
Full-time Job function
Job function
Information Technology Industries
IT Services and IT Consulting Referrals increase your chances of interviewing at Tucker-Reeves Associates, LLC by 2x Inferred from the description for this job
Medical insurance Vision insurance 401(k) Get notified about new Service Desk Analyst jobs in
San Antonio, Texas Metropolitan Area . Global Customer Service Support - Technical Support Specialist
Brooke Army Medical Center IT Support Services Incumbent Capture
Bi-lingual Call Center Rep / Pharmacy Tech Support
Government and Public Sector - Service Support Desk Analyst
Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr
This range is provided by Tucker-Reeves Associates, LLC. Your actual pay will be based on your skills and experience talk with your recruiter to learn more. Base pay range
$60,000.00/yr - $65,000.00/yr Direct message the job poster from Tucker-Reeves Associates, LLC Tucker-Reeves Associates (TRA) is seeking a Communications Support Analyst who will facilitate daily support functions of a team that is readily accessible to DHA Leadership and will serve as a primary contact point for questions, requests, and reporting on active service interruptions that are impacting the delivery of healthcare globally from the Global Network Operations Center (GNOC).
This is an On-Site position located at Customer Address: Tech II Building, 3130 General Hudnell Dr., San Antonio, 78226. RESPONSIBILITIES: Responsible for the daily Communications Cell operations and alignment of GNOC communications to provide information to our key enterprise leaders and stakeholders. Actively engage in the implementation of the Continual Service Improvement Plan for the Global Network Operations Branch (GNOB). Monitor GNOC Ops Cell group box and answering Watch Officer (CIO) telephone hotline Manage GNOB POC Database for Enterprise Service Owners and Stakeholders Provide customer support for ServiceNow (MHSSHD) usage issues Confirm Master Incident and/or Problem record assignment for major issues Support active documentation of ongoing service interruptions working closely with MIM team to document missing details needed on service interruptions. Participate on MIM Bridge Calls and provide support for executive level requests. Review documentation, notifications, and reporting of active service interruptions. Work with BMC Remedy and ServiceNow (MHSSHD) ticketing systems for daily tasks and record management. Issues range from ticket routing for backend operations to break/fix issues for everyday users such as: major PC software troubleshooting and patch maintenance, hardware troubleshooting in a remote setting, and ticket cleanup and maintenance REQUIREMENTS: Bachelors Degree (High School Diploma and equivalent technical experience and certifications may be used in lieu of BS/BA degree) 3+ years of related job experience; 8+ years without BS/BA degree Familiar with Service Desk support methodology Be able to work on shifts (or on call) as necessary to support the 24x7 GNOC mission ITILv4 Foundations Certification (Preferred) Experience developing various data analytics and operational performance reports. Experience creating and delivering executive summary and after action reports. Experience in developing quality measures and approaches to enhance service quality. Excellent interpersonal skills and the ability to interface with internal and external customers, vendors and management. Proven experience with ServiceNow ITSM Knowledge of ITILv4 practices Have or able to obtain a successful ADP II Public Trust or Secret Investigation adjudication Have or able to obtain requisite DoD 8570 certifications Experience with federal contracting, including the Department of Veterans Affairs This is an On-Site position located at Customer Address: Tech II Building, 3130 General Hudnell Dr., San Antonio, 78226. Seniority level
Seniority level
Mid-Senior level Employment type
Employment type
Full-time Job function
Job function
Information Technology Industries
IT Services and IT Consulting Referrals increase your chances of interviewing at Tucker-Reeves Associates, LLC by 2x Inferred from the description for this job
Medical insurance Vision insurance 401(k) Get notified about new Service Desk Analyst jobs in
San Antonio, Texas Metropolitan Area . Global Customer Service Support - Technical Support Specialist
Brooke Army Medical Center IT Support Services Incumbent Capture
Bi-lingual Call Center Rep / Pharmacy Tech Support
Government and Public Sector - Service Support Desk Analyst
Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr