Service Desk Operator

Service Desk Operator

Job Title: Service Desk Operator

Location: Hybrid/Remote, DC

Dynanet Corporation Overview:

Dynanet started with a focus on IT infrastructure and operations, helping organizations enhance their networks and overcome the limitations of 1990s technology. From strengthening communication channels to introducing innovative ways to collaborate and share information, Dynanet played a crucial role in shaping the early stages of digital transformation. The company's efforts helped organizations build the very fabric of connectivity that now powers our modern world. Over the last three decades, Dynanet has grown into a trusted partner for organizations looking to innovate boldly and transform seamlessly. While technology continues to evolve and unlock new opportunities, for nearly 30 years, Dynanet remains committed to delivering cutting-edge solutions that drive lasting change for its customers. Through agility, foresight, and an unwavering dedication to excellence, Dynanet continues to empower organizations to thrive in a rapidly changing digital landscape. Our story is more than just a story of technology – it's a story of vision, growth, and transformation that has shaped the past and continues to pave the way for the future.

Roles & Responsibilities:

1. Core Technical Competencies - Ticket Triaging and Task Management

• Working knowledge of ITIL-based Event, Incident, and Problem Management practices
• Experience with ServiceNow (or comparable ITSM platform) for ticket creation, categorization, prioritization, escalation, and lifecycle management
• Familiarity with infrastructure monitoring tools - optional (OEM, OCI Monitoring, security tools, system alerts)
• Ability to follow SOP and guidelines to interpret system alerts, log messages, job failures, and monitoring outputs
• Nightly ETL batch job monitoring experience
• Understanding of severity classification (P1–P4) and SLA-driven response requirements

2. Mailbox, Incident and Event Handling Skills

• Ability to perform structured event triage and impact assessment
• Experience coordinating Major Incident bridges
• Ability to apply escalation matrices and engage appropriate on-call technical teams
• Strong documentation skills to ensure complete and audit-ready ticket records
• Ability to track incidents through resolution across shift transitions
• Ability to handle Alert and escalation management

3. Communication and Coordination Skills

• Clear and professional written and verbal communication
• Ability to provide real-time status updates during high-pressure situations
• Experience communicating with: Technical teams (DBA, Infra, Security, Application), Client, and Federal or regulated environments (preferred)
• Ability to facilitate bridge calls and maintain structured communications

4. Analytical and Operational Skills

• Ability to differentiate between: Informational events, Actionable alerts, and Critical incidents
• Basic troubleshooting mindset (without performing deep remediation)
• Ability to identify patterns or recurring events requiring escalation to Problem Management
• Strong time management skills in a 24/7 operational environment

Required Professional Skills:

• ETL monitoring
• DBA/ infrastructure monitoring
• Monitoring outlook mailbox
• Service Now operational capability

Preferred Professional Skills:

• Microsoft Powerpoint, Microsoft Excel, Microsoft Visio, and Microsoft Word

Dynanet Team Requirements and Expectations:

• Possess Strong written and verbal communication skills.
• Highly organized with the ability to prioritize, balance, and effectively advance multiple competing priorities in a high-volume, fast-paced environment.
• Ability to interact in a professional and collaborative manner with fellow Dynanet Teammates and the clients, and business partners that we work with.
• Ability and desire to challenge and educate yourself to support and advance IT services delivery in the Federal agencies we serve.
• Excellent judgment and creative problem-solving skills.
• Respond to team member and client requests via email, MS teams, or other communication means during core business hours.
• Active listening skills to understand clients' needs, and collaboration skills to work with other developers and designers.

Education/Experience Requirements:

• 2+ years of experience

Employee Benefits Overview:

• Industry Competitive Compensation
• Medical and Dental Insurance
• Paid Time Off/Holidays
• 401(k) Retirement Plans with Matching
• Remote Work*
• Paid Training
• Employee Referral Program
• Employee Development Program