IOC Specialist / IT Service Desk

Practice: Managed Services

Position Title: IOC Specialist / Service Desk

Position Location: On-site, Mason/Cincinnati, OH

Reports to: Team Lead/Manager

Job Summary

The IOC Specialist is a position that provides an opportunity to work in a fast-paced collaborative environment where they must be monitoring both our and customer infrastructure and resolve any incident that appear.

Schedule

Wednesday to Saturday, 7:00am – 5:00pm EST

FLSA Status

Non-Exempt.

Essential Functions

• Analysis and verification of monitoring alerts to produce incident identification, classification, and prioritization. 
• Create, improve, and maintain monitoring alerts based on the correlation of different sources of data. 
• Operate and maintain Operative Systems like Windows Desktop, Windows Server, and Linux. 
• Operate and maintain various network devices like switches, routers, firewalls, IDS/IPS etc. 
• Operate and maintain various IT Services like Active Directory, File Systems, Antivirus, Backups, etc. 
• Respond to security incidents and investigations working closely with customers and IT providers, following SLA requirements and ITSM Processes. 
• Other duties as assigned;  
  
  

Required Skills/Abilities/Competencies

• Ethical and Critical Thinking
• Fluent English language skills required: verbal and written communication. 
• Self-motivated and disciplined. 
• Strong investigative and analysis skills. 
• Strong technical and process design and implementation skills. 
• Strong communication and presentation skills and the ability to work in a highly collaborative environment. 
• Customer focus and ability to manage customer expectations. 
• Ability to work creatively and analytically in a problem-solving environment. 
• Manages multiple priorities in a high-pressure environment. 
• Have strong interpersonal and communication skills. 
• Able to write intricate system and user documentation.  
• Ethical and Critical Thinking 
• Excellent time management skills with a proven ability to meet deadlines. 
• Ability to function well in a high-paced and at times stressful environment. 
• Proficient with Microsoft Office Suite or related software. 
  
  

Education And Experience

• 1 year of experience in a Customer Service monitoring operational environment. 
• Good technical understanding of network fundamentals and common internet protocols 
• Bachelor’s degree preferred. 
• ITSM foundation training required. 
  
  

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
  
  

Pellera provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.