Allegiant
Summary
Join Allegiant as a Service Desk Analyst. The primary responsibilities of the NOC Tech I include being the primary point of contact for all IT incidents and service requests, proactively monitoring and escalating application, network, and system incidents to ensure maximum availability and performance. The role uses ITSM software and monitoring systems, coordinates communication between internal and external customers, documents outage events, conducts root cause analysis of recurring incidents, and raises escalations internally and externally as necessary. Ideal candidates have strong communication skills, a proactive mindset, and an ability to spot long‑term trends in an enterprise environment.
Responsibilities
Act as primary point of contact for all IT incidents and service requests.
Proactively monitor and prioritize application, network, and system incidents.
Escalate issues based on priority matrix and coordinate resolution with internal and external teams.
Document outage events and conduct root cause analysis of recurring incidents.
Communicate status updates to internal stakeholders and customers in a timely manner.
Use ITSM and monitoring tools to manage incidents and ensure compliance with SLAs.
Coordinate third‑party vendors and internal resources to resolve issues efficiently.
Maintain and update process documentation and internal knowledge base.
Provide first‑line support and triage for IT service desk operations.
Qualifications
High School Diploma or GED; Minimum 2 years of experience in the information technology field.
Previous Service Desk experience within an ITIL environment.
Strong communication and multitasking skills; ability to work in a fast‑paced environment.
Reliable, dependable, self‑motivated, and willing to learn.
Effective collaboration with other departments to manage escalating issues.
Strong analytical skills and ability to work independently or in a team.
Technical proficiency: Windows and macOS, basic networking, Active Directory, IT monitoring tools.
Ability to read and comprehend technical literature.
Active listening, empathy, critical thinking, and a positive attitude.
Experience with IT technology, principles, and equipment for network resources and infrastructure.
Preferred Qualifications
Industry related certifications.
College coursework in Computer Science, Computer Engineering, or Information Systems.
Experience in proactive and reactive monitoring of enterprise infrastructure.
Knowledge of network resources, software monitoring tools, hardware, and telephone infrastructure.
Experience with vendor coordination and incident escalation processes.
Familiarity with SLA and service level requirement documentation.
EEO Statement We welcome all individuals from varied backgrounds and experiences to apply. Our company values the unique perspectives and talents that each person brings to our team. Equal Opportunity Employer: Disability/Veteran.
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Responsibilities
Act as primary point of contact for all IT incidents and service requests.
Proactively monitor and prioritize application, network, and system incidents.
Escalate issues based on priority matrix and coordinate resolution with internal and external teams.
Document outage events and conduct root cause analysis of recurring incidents.
Communicate status updates to internal stakeholders and customers in a timely manner.
Use ITSM and monitoring tools to manage incidents and ensure compliance with SLAs.
Coordinate third‑party vendors and internal resources to resolve issues efficiently.
Maintain and update process documentation and internal knowledge base.
Provide first‑line support and triage for IT service desk operations.
Qualifications
High School Diploma or GED; Minimum 2 years of experience in the information technology field.
Previous Service Desk experience within an ITIL environment.
Strong communication and multitasking skills; ability to work in a fast‑paced environment.
Reliable, dependable, self‑motivated, and willing to learn.
Effective collaboration with other departments to manage escalating issues.
Strong analytical skills and ability to work independently or in a team.
Technical proficiency: Windows and macOS, basic networking, Active Directory, IT monitoring tools.
Ability to read and comprehend technical literature.
Active listening, empathy, critical thinking, and a positive attitude.
Experience with IT technology, principles, and equipment for network resources and infrastructure.
Preferred Qualifications
Industry related certifications.
College coursework in Computer Science, Computer Engineering, or Information Systems.
Experience in proactive and reactive monitoring of enterprise infrastructure.
Knowledge of network resources, software monitoring tools, hardware, and telephone infrastructure.
Experience with vendor coordination and incident escalation processes.
Familiarity with SLA and service level requirement documentation.
EEO Statement We welcome all individuals from varied backgrounds and experiences to apply. Our company values the unique perspectives and talents that each person brings to our team. Equal Opportunity Employer: Disability/Veteran.
#J-18808-Ljbffr