Home / Jobs

Lucid Technologies Inc

The Logical Solutions

Service Desk Analyst - Dallas
Service Desk Analyst - Dallas
Location: Remote - Applicant must be located within driving distance of Dallas, Texas to be able to go on-site as needed.
US Citizenship is Required - •  Ability to pass enhanced background screen (criminal, financial, drug) for Public Trust clearance.
Target Rate (Fully burdened FIRM FIXED PER MONTH

  • The Service Desk Agent is an entry-level position providing first-level IT support for service requests and incident resolution. 
  • This position is in a 24 x 7x 365 environments, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests. 
  • Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents. 
  • Level 1 support
  • Email handling. Ensure timely review and action of email in the Service desk mailboxes
  • Familiarity with outlook and the ability to organize and process a large volume of email. 
  • Phone call handling.
  • Phone login and logout compliance when on shift. 
  • Login and be available to take calls at the start of the shift. Utilize the appropriate phone codes when not actively taking customer calls. 
  • Ensure when shift over, logged out of phone
  • Demonstrate professional conversation during customer calls
  • Operation Bridge Manager (OBM) monitoring 
  • Adhere to documented instructions within the alert 
  • Create incident ticket and assign to the appropriate group 
  • Escalation for alert handling and high priority incidents
  • Utilize Everbridge for handling escalation procedures
  • Invoke the appropriate Everbridge template for escalation
  • Ensure escalation actions are documented in incident tickets. 
  • Incident ticket (create, update) & manage lifecycle of incident prioritization
  • Data integrity of incident record (categorization tab, resolution details, assignment, etc.)
  • Proactive contacts for incidents about to breach Service Level Agreements (SLA)
  • Incident restoral and closure
  • Quality review of all incidents
  • Create and distribute required daily reports
  • Adhere to and execute using Standardized work instructions located in the baseline library & Service Desk SharePoint
  • If updates or changes are identified for standardized work, ensure to communicate to a Service desk Team Leader for action
  • Remote work – Utilized all the documented procedures when working from home
  • Avaya soft phone procedures
  • Establishing bridge line/Microsoft TEAMS 
  • Transferring calls to bridge lines
  • OBM monitoring 
  • Elevated system access request handling
  • Password resets/unlock account – Ensure a service Request ticket is initiated for all of these requests
  • Onsite support for remote personnel (if geographically near Dallas, TX or East Rutherford, NJ)
  • Vendor/Law enforcement unit (LEU) escorts
  • Tape management/backup responsibilities
  • Shipping/receiving
  • Data center walk through
  • Safe Access
  • Assist facilities with hardware removal and installation as needed
Knowledge and Skills Required: 
At least 1-3 years of prior Service Desk experience working with incident ticketing system and event management. 
Proficient with MS Office: Word, Excel, Outlook, PowerPoint Critical thinking skills Professional communication skills both written and verbal
ITIL Foundation Certification preferable, but not required.  

Thanks & Regards,
Tellamekala Golla Vamsi
US IT Recruiter
Lucid Technologies Inc
O: 214-385-4144 Ext: 214
F: 214-889-5857¬¬¬
W: www.LucidTechINC.com
Supplier Registration: https://lucidtechinc.com/supplierregistration