Insight Global is looking for a Incident Management Coordinator to monitor assist with supporting large applications. They will be making sure everything is up and running to support these applications that affect multiple users. They will be doing some troubleshooting of applications, and hosting conference calls if they cant figure out the problem.
Under minimal supervision, provides incident management and system monitoring assistance. Responsible for support, problem determination and solutions of critical technology incidents. Provides monitoring for system applications and issues and responds to and escalates technical issues as required. Responsible for providing high level and timely IT support to all levels.
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-Actively and consistently supports all efforts to simplify and enhance the customer experience
-Manages high/critical incidents and ensures tickets are fully documented and resolved properly
-Escalates issues as needed to Sr. Systems Support Specialist
-Monitors system/applications using tools such as Webtop and CPM
-Responds to requests for technical assistance electronically, by phone and in person
-Diagnoses and resolves technical issues related to hardware, software and networks
-Logs interactions via ticketing system. Conducts follow-up when needed to ensure closure of ticket
-Documents processes, resolutions and sends e-mail communications to user base
-Stays current with system information, changes and updates
-Assists with Assoc Systems Support Specialist duties as needed
-Educates IT and the business about security policies and consults on security issues regarding user built/managed system
Experience with basic Windows server administration (Active Directory, Exchange, etc.)
1-3 yrs experience supporting IT environment
Networking knowledge
Flexible schedule
Ability to read, write, speak and understand English
Ability to support remote sites and VPN connected users
Ability to enforce company computer related policies
Ability to effectively communicate verbally and in writing with all levels of customers
Able to work in a 24x7 environment
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.