Service Desk Analyst

Job Description

Corserva seeks a proactive and detail-oriented IT Support & Network Operations Analyst to join our dynamic team. This role combines traditional service desk responsibilities with network operations center (NOC) functions, providing comprehensive support to both internal teams and external clients. The ideal candidate will have a strong foundation in IT support, excellent communication skills, and a keen interest in network operations.

About Corserva, Inc.

Corserva is a leading U.S.-based IT managed service provider that delivers secure, scalable, and high-performance technology solutions to enterprise clients across various industries. Focusing on innovation and excellence, we empower our clients to achieve their business objectives through reliable IT infrastructure and services.

Position Overview

We seek a proactive and detail-oriented IT Support & Network Operations Analyst to join our dynamic team. This hybrid role combines traditional service desk responsibilities with network operations center (NOC) functions, providing comprehensive support to both internal teams and external clients. The ideal candidate will have a strong foundation in IT support, excellent communication skills, and a keen interest in network operations.

Key Responsibilities

Technical Support & Customer Service:

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• Serve as the first point of contact for clients seeking technical assistance via phone, email, or ticketing system.
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• Diagnose and resolve hardware, software, and network issues promptly and effectively.
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• Provide exceptional customer service, ensuring client satisfaction and timely issue resolution.
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• Document all support interactions, solutions, and follow-up actions in the ticketing system.
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Network Operations Monitoring:

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• Monitor network systems, servers, and applications for performance and availability using NOC monitoring tools.
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• Respond to alerts and incidents, performing initial diagnostics and troubleshooting to resolve issues promptly.
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• Escalate complex problems to appropriate technical teams, ensuring timely resolution.
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• Document incidents, actions taken, and resolutions in the ticketing system.
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Computer System Imaging & Configuration:

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• Create and maintain standardized system images for deployment across client and internal systems.
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• Utilize imaging tools to deploy operating systems, applications, and configurations to new or reimaged devices.
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• Ensure all images are up-to-date with the latest security patches and software updates.
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• Document imaging procedures and configurations for consistency and compliance.
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Maintenance & Support:

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• Perform routine maintenance tasks, such as patch management and system updates.
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• Assist in the implementation of network changes and upgrades.
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• Support disaster recovery and backup procedures.
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Communication & Collaboration:

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• Serve as the first point of contact for system and network-related issues, providing clear and effective communication to clients and internal teams.
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• Collaborate with cross-functional teams to ensure seamless network operations.
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• Participate in regular meetings to discuss network performance and improvement strategies.
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Continuous Improvement:

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• Identify trends and recurring issues, recommending improvements to processes and systems.
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• Stay current with emerging technologies and best practices.
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• Contribute to the development and maintenance of NOC documentation and procedures.
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On-Call Support:

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• Participate in a rotating on-call schedule to provide high-priority escalation support for critical system incidents outside of regular business hours.
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• Respond promptly to urgent system issues, ensuring minimal downtime and swift resolution.
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• Document and analyze incidents to improve future response strategies and system resilience.
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Qualifications

Education & Experience:

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• Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field.
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• 1–3 years of experience in IT support, network operations, or a related role.
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Technical Skills:

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• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN.
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• Familiarity with network monitoring tools (e.g., SolarWinds, Nagios, Zabbix).
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• Experience with ticketing systems and incident management processes.
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• Proficiency in Microsoft Windows and Linux operating systems.
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• Experience with computer imaging tools (e.g., Windows Deployment Services, MDT, Clonezilla).
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Certifications:

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• CompTIA Network+ or Cisco Certified Network Associate (CCNA) certification is preferred.
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Soft Skills:

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• Strong analytical and problem-solving abilities.
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• Excellent communication skills, both verbal and written.
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• Ability to work independently and as part of a team in a fast-paced environment.
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• Willingness to work flexible hours, including nights, weekends, and holidays, as part of a rotating on-call schedule.
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Work Environment

This position operates in a professional office environment. Standard workdays and hours are Monday through Friday, 8:30 a.m. to 5:30 p.m. However, the role requires participation in a rotating on-call schedule to support network-related issues outside regular business hours.

Why Join Corserva?

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• Opportunity to work with cutting-edge networking technologies.
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• Collaborative and supportive team environment focused on professional growth.
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• Comprehensive benefits package, including health insurance, 401(k), and paid time off.
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• Access to ongoing training and development resources.
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Application Process

Interested candidates are encouraged to submit their resumes and cover letters detailing their relevant experience and qualifications. Corserva is an equal opportunity employer committed to diversity and inclusion in the workplace.