One of the nation’s top 100 public universities, located north of Baltimore, is seeking a Full-time Operations Center Analyst to be responsible for providing support in the Operations Center.  The Operations Center team will help to ensure that the Office of Technology Services (OTS) can provide even greater customer service while improving the department’s efficiency and capabilities.  The team is responsible for ensuring that the OTS effectively monitors the health of our services and infrastructure to provide reliable service offerings; ensuring that OTS responds to issues and requests in a communicative and timely manner; helping the department to share a common approach to handling operational work; maintaining the service desk, knowledge base and service dashboard systems so that they are invaluable tools to clients and OTS staff; and offering second-tier support by assisting on and resolving certain service requests. This position assists student employees in the Operations Center and must continue to build knowledge and share with the rest of the team.

We are looking for an IT Analyst to be part of a new and dynamic IT Operations Center within the Office of Technology Services (OTS). This position is new and offers an opportunity to help build an Operations Center that provides world class service and support to the campus community.

Responsibilities:

• Support, analysis and testing of TeamDynamix (also known as TechHelp) – the central service desk, knowledge base, and service dashboard system.
• Perform health monitoring of services and infrastructure including alerting others of possible issues.
• Assist other members of the Operations Center in coordinating issue resolution advocating for root-cause analysis and may at times help coordinate incident responses.
• Offer second-tier support for specific types of requests, helping to resolve requests and issues more quickly by either resolving requests escalated from first-tier support and/or by providing real-time guidance and assistance to first-tier support staff through chat or other means.
• Follow procedures for the activities above and assist in updating procedures.
• Assists student employees in the Operations Center.
• Regularly collaborate with other teams in OTS to ensure the system is meeting the needs of the department and clients.
• Must continue to build knowledge and share with the rest of the team.

Qualifications:

• High school diploma, or equivalent, and two years of experience in any IT field.
• Demonstrated experience in developing technical skills.
• Demonstrated drive to provide excellent customer service and reliable service offerings.
• Very strong communication skills, especially in written format.
• Very organized, detailed, and accurate.

Preferred Qualifications:

• Associates degree/vocational training in IT field.
• Technical certifications of any type (e.g., help desk, systems, network, security, developer).

Pay: Competitive Salary

Schedule: Full-time; Hybrid- Telework will be available for this position up to two days per week following the completion of 90 days of service in good standing.

Benefits:  Benefit package included.

Zip code: 21252

Job ID: #10794OCA