Job Description

We are seeking an experienced professional to join our dynamic, growing technical team to fulfill a Service Desk support role. The role’s purpose is primarily to manage our IT service desk functions, inclusive of incident management, service request management, change management. Responsibilities ? Administer and manage our ITSM tool - Jira Service Manager. ? Evaluate and perform tier-1 troubleshooting of RareMed applications, periodically offering assistance with IT peripherals, workstations, software, and networking. ? Listen and communicate effectively, using problem solving techniques to recommend solutions to issues. ? Escalate complex and/or high priority problems to the appropriate Information Technology support groups for further troubleshooting and resolution. ? Oversee day-to-day fulfilment of all Service Requests. ? Drive resolution of incidents and outages, prevent service-level degradation, and avoid breach of customer Service Level Agreements (SLAs). ? Follow through with users to ensure satisfactory resolution of tickets ? Develop and maintain knowledge-base articles ? Maintain asset management system for all end-user computing devices ? Escalate issues to, and work together with, third-party vendors and hardware manufacturers. ? Provide excellent, congenial customer service with a positive attitude ? Periodic non-business and weekend hours work may be required during maintenance/outage windows. Required Qualifications ? Computer Science or Information Technology experience ? ITIL certified or well versed in the methodology ? Experience in enterprise-level IT Help Desk support role, preferably in a large corporation. ? Proven experience using an ITSM tool such as Jira Service Manager, ServiceNow, Remedy, etc. ? Experience building service desk management systems, KPI reporting and customer reports against service desk SLAs ? Experience in incident management and change management ? Knowledge of IT concepts and methodologies: Project Management, Agile, DevOps, Cloud services such as Azure. ? Knowledge of database technologies, programming languages, storage systems, backup solutions, etc. ? High level of written and spoken English as well as high standard of documentation ? Excellent organizational and time management skills. Preferred Experience ? Managed 24/7 technical support operations including management of on-call rosters. ? Microsoft desktop operating systems including Windows 7/8/10 ? Microsoft Office products (Outlook, Word, Excel, PowerPoint) and Office 365 ? Microsoft Azure ? PC/Printer setup in a network environment ? LAN troubleshooting (TCP/IP, Wireless, DNS, DHCP), Active Directory ? IT security knowledge ? Apple iOS (MacBook, iPad, iPhone), Android O/S The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Company Description

OpenArc is a technology consulting firm providing industry-leading technical talent placement, software development, and technology strategy services to clients nationwide. Through a unique blending of people and software, OpenArc has a business practice that delivers amazing enterprise, mobile and consumer-facing apps and the best talent for contract, contract-to-hire and direct placements for clients and partners alike. Staffed with the most-trusted recruiting experts, elite software developers, UI/UX designers and market experts, our team provides clients with the best resources, the right techniques and world-class support resulting in powerful measurable success. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.