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Service Desk Analyst
Service Desk Analyst
Location: Daily work will be remote BUT applicant must be located within driving distance of East Rutherford, New Jersey to be able to go on-site as needed.
Eastern time zones.
his is for a day position working 8:00 am ET to 8:00 pm ET.
US Citizenship is Required - •  Ability to pass enhanced background screen (criminal, financial, drug) for Public Trust clearance.

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 – 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 preferrable, but not required.  

Thanks & Regards,
Lakshmi Tulasi Kanna
US IT Recruiter
Lucid Technologies Inc
E: lakshmitulasi.k@lucidtechinc.com
O: 214-385-4144 Ext-215
W: www.LucidTechINC.com