Kinney Group, Inc.

  • TechOps Analyst

    Job Locations US-IN-Indianapolis
    Posted Date 1 month ago(6/14/2018 7:49 PM)
    Job ID
    2018-1587
    Category
    IT Operations Analytics - 220
    Security Clearance Level Required
    Clearable - US citizenship required
  • Overview

    The primary mission for the Analyst is to respond to complex client inquiries, perform routine maintenance tasks, and resolve customer issues or where necessary escalate matters to an Engineer. The Analyst will troubleshoot novel issues requiring in depth analysis and testing. Additional duties will include assisting in creation and verification of support resources, as well as working with members of the TechOps team to engage in project work.

     

    The Analyst will be assigned a shift during the normal working hours between 8AM and 8PM Eastern, but some off-hours work may be required at times. There will be periods of on-call duty to deal with support issues outside of normal business hours.

     

    The TechOps Analyst will:

               

    • Collaborate with other members of the TechOps team.
    • Utilize a variety of tools and resources to answer client inquiries.
    • Assess technical issues and provide tier 2 resolutions or escalate the issue to an Engineer.
    • Contribute to the documentation library used by all technicians.
    • Perform maintenance tasks on client systems.
    • Possess an understanding of supported software packages and develop an awareness of their full features.
    • Accurately document all customer interactions and work performed.

    Desired Skills & Experience

    • A strong attention to detail.
    • Strong technical background.
    • Operational knowledge of both Linux and Windows operating systems.
    • Knowledge of troubleshooting and problem diagnosis.
    • Excellent communication skills (both oral and written).
    • Must have the ability to multi-task and prioritize tasks according to urgency and importance while remaining calm and focused.

     

    Preferred Skills:

    • Customer Service experience
    • Technical writing experience
    • Beginner knowledge of network infrastructure.
    • Experience in operating in a ticket based support system.
    • Preference will be given to Splunk Certified Administrators.
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    More about Kinney Group:
    Kinney Group is a cloud solutions integrator harnessing the power of IT in the cloud to improve lives. Automation is in Kinney Group's DNA, enabling the company to integrate the most advanced security, analytics, and infrastructure technologies as an optimized solution powering IT-driven mission and business processes in the cloud for federal agencies and Fortune 1000 companies. We are an elite team with a unique combination of credentials for strict security environments.
     
    Our colleagues subscribe to a shared ethos and purpose for the company to achieve clarity and organizational health. This translates across every customer touch point within the organization. We offer compelling work as well as leadership commitment to ongoing training and development.  
     
    Kinney Group, Inc is an Equal Employment Opportunity employer.

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