IT Service Desk Specialist - 3rd Shift

Job description

Overview

 

SAS believes in the whole employee experience. Meaningful work. Empowerment to make a difference that changes people’s lives. Dynamic work environments that foster innovation. And an award-winning culture that makes it all possible. We believe great ideas can come from anywhere. Whether you're a university recruit, or an experienced professional ready for the next big challenge, SAS brings perks, passion, and the potential to grow. No limits.

 

We help organizations turn large amounts of data into knowledge they can use, and we do it better than anyone. It’s no wonder an overwhelming majority of our customers continue to use SAS every year. It’s because we hire the best people to create great software and services.

 

No matter the industry, organizations are collecting data at a faster pace than they can often handle. SAS provides everything they need to make sense of that data, manage its growth and determine what information brings the most value. Whether it’s to reduce fraud in banking, speed drugs to market in life sciences, forecast demand in retail, detect security breaches in government or identify students at risk of falling behind, SAS takes pride in making a difference.

 

If you have to spend, on average, 54% of your waking hours at work, why not do something meaningful – that you can be proud of? SAS leaders and HR teams cultivate a culture of purpose through sharing stories of how SAS software makes a difference in the lives of people around the world.

 

 

 

As an IT Service Desk Specialist at SAS you will be responsible for providing 3 rd shift service management for the Information Technology infrastructure of SAS. You will be involved first hand in SAS’s problem, incident, change, asset, and access management.

 

Your responsibilities will include:

·  Monitoring all Mission Critical and Enterprise Critical Systems that comprise SAS’ infrastructure.
·  Identify potential system degradation and escalate to appropriate support teams to avoid and interruption of services
·  Respond to emergency and data center facility incidents to maintain availability of the data center resources
·  Provide 1st level support as needed for SAS internal organizations to ensure 24X 7 Global Support is available.
·  Communicate with vendors or support teams to accurately record details of incidents using incident management software.
·  Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning
·  Ensure incidents are resolved or escalated in accordance with SAS’ Incident Management Standard
·  Create and distribute Incident Summary Reports.
·  Facilitate meetings with IT staff and Stakeholders following incidents of mission critical services to review resolution steps taken and root cause of the incident
·  Ensure problem root cause analysis is performed in accordance to SAS’ Problem Management Standards.
·  Create Root Cause Analysis problem tickets as needed.
·  Accurately assesses and records problems in the problem management tool
·  Assist with installation and modification of software products on the network as required.
·  Responds promptly to customer requests including hardware installation, decommission and deployment of equipment
·  Maintains accurate asset management information in the CMDB
·  Create and maintain internal documentation

 

Qualifications

Essential:

·  Formal training or coursework in an IT related field; Associates degree in an IT related field is preferred.
·  One year of experience in service management at an IT Service Desk or related field
·  Ability to lift 50 lbs.
·  Valid North Carolina Driver’s License
·  Strong analytical and problem solving
·  Strong written, verbal, and interpersonal communication skills
·  Ability to work nights and weekends and holidays
·  Ability to work effectively in teams and individually
·  Hours are 11:45pm-8am with required weekend work

Preferred:

·  Associate degree in an IT related field is preferred
·  ITIL Foundation Certified
·  Experience with Service Now
·  Basic knowledge of Windows and Linux operating systems
·  Knowledge of VMware

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