Position : Service Desk Analyst II

　　Location : Ohio, OH

　　Job Purpose

　　This position is responsible for customer service and technical support for all business products supported out of the operations center. This operational position requires the analyst to speak directly to internal and external customers about a wide variety of technical issues/requests. Responsibilities will include providing the necessary support in order to address the customer's issues and/or requests in a manner that meets or exceeds agreed upon Service Level Agreements (SLAs) within operations. In addition, Analyst II will be a catalyst for building the knowledge base and also act as a process escalation point for Analyst I resources.

　　Essential Functions

　　Serve as escalation for internal/external customer for incidents, requests, and inquiries for all Business Products (35%)

　　Log and document detailed ticket activity until a resolution is complete and the ticket is closed with the customer (20%)

　　Collaborate with other analysts to determine resolutions for customer incidents and requests (20%)

　　Create knowledge base entries for solutions that may be repeatable so that others can leverage against future incidents/requests (15%)

　　Make outbound calls to internal/external customers as part of the Incident Management lifecycle (5%)

　　Monitor all alerts from alarming tools in order to log incidents and respond accordingly (5%)

　　Other duties as assigned

　　Education

　　High School diploma requiredCertifications, Accreditations, Licenses

　　ITIL Foundations Certification Required

　　Vocational/Technical/Business School (6-8 Months specialized training) preferred

　　Net+, CCENT preferred

　　CCNA desired

　　Experience

　　Two years of experience in a Service Desk or technical support environment

　　Special Knowledge, Skills, and Abilities

　　Excellent written and oral communication skills

　　Excellent customer service and conflict resolution skills

　　Solid understanding of Information Technology and computing systems

　　Solid networking fundamentals

　　Familiar with Microsoft applications such as Windows operating system, Office applications, Outlook, and SharePoint

　　Familiar with ServiceNow Incident Management System

　　Demonstrated a desire for self-directed education regarding IP, Networking, and VOIP technologies

　　Ability to help others while meeting individual performance goals

　　Ability to work remotely

　　CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit www.cbts.com .

　　We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.

　　Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens will be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.

　　Attention California Residents:

　　https://www.cbts.com/privacy-policy/california-privacy-policy/