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.