Lucid Technologies Inc

Service Desk Analyst 

Location: Dallas, TX.

(Must be physically in Dallas TX and able to drive into the Dallas building in Down town Dallas When needed. Hybrid Model)

Ability to pass enhanced background screen (criminal, financial, drug) for Public Trust clearance. 

This is for a night position working 8:00 pm ET to 8:00 am ET.

Description: 

The Service Desk Agent is an entry-level position providing first-level IT support for service requests and incident resolution. 

This position is in 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 – Utilize all the documented procedures when working from home. 

• Avaya soft phone procedures. 

• Establishing bridge lines/Microsoft TEAMS meetings. 

• 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 preferrable, but not required.