Technician

Internal Job ID: J3N2HS5XHQY2T4K2CFX-2412Connecting people with each other and the right information ismission-critical. Intrado, formerly West, develops innovative cloud-basedtechnology to make it easier, more effective and more efficient to make theright connections. Our solutions put people in sync with each other and theright information, so they gain the insight needed to reach better decisionson the issues that matter most. We do it with a laser focus on reliability.Intrado is a leading provider of technology-driven, communicationservices, serving Fortune 1000 companies and other clients in a variety ofindustries, including telecommunications, retail, financial services,public safety, technology and healthcare. For more than 30 years, we havebeen leading the way in hosted and cloud-based solutions.Our Global Technology Services department is currently seeking a Technician I(Service Desk Specialist). The Service Desk team is a 24x7 team thatconsists of 10 Specialists when fully staffed, and serves Intrado's Lifeand Safety internal and external customers with a variety of technical supportneeds. The core focus of this role will be to notify customers of potentialoutages, incident triage, Change Management, answering customercalls/emails/IMs and working tickets.The ideal candidate will possess: A background in help desk/IT support, Excellent communication skills, Ability to work independently and take initiative Strong customer service skills Ability to work Wednesday - Saturday 8AM-6:30PMOur solutions connect people with each other and the information needed togain insights for better decisions on the issues that matter most-Informationto InsightAdditional responsibilities include, but are not limited to: Acting as single point of contact for tier 1 support Use trouble ticketing system for tracking end user interactions and problemresolution As required, complete service desk requests pertaining to the applicationsupport life cycle Resolve service problems within the scope of responsibility Escalating to appropriate departmental staff any issues deemed at a higherincident or event level as necessaryEducation High school diploma or GED required Associates' degree from an accredited college or university in computerscience, MIS, or a related field is preferred Equivalent work experience in a similar position may be substituted foreducational requirementsExperience Minimum two years' experience in a help desk or technical position required Minimum of one year experience in a public safety, 9-1-1, or 24/7environment preferred Minimum of one year experience with Information Technology InfrastructureLibrary (ITIL) methodology preferredTechnical Minimum one year experience with customer service desk database softwarepreferredOther Intermediate knowledge of MS Word, Excel, and Outlook required Industry certifications related to job duties preferred (e.g. ITIL, etc.) May be asked to work a shift outside of normal schedule On Call availabilityRole will be posted for 7 days or until filledEqual Opportunity Employer/Veterans/DisabledPlease Note:The Company has strict background check requirements both pre-employment andduring employment. Depending upon the position and/or access required,applicants and personnel may be required to successfully complete additionalbackground checks including, but not limited to customer backgroundchecks, Criminal Justice Information Services (CJIS) certification -criminal history check, fingerprinting and training. The company also runs amotor vehicle record check as part of the background check process.The company conducts pre-employment drug screening and periodic screeningduring employment. Please note, marijuana remains an illegal drug underfederal law. We have federal contracts that require us to be compliant withthe federal Drug Free Workplace Act. Intrado Life and Safety Services is atobacco free workplace.