Network Operations Center Analyst I – Senior

White Pine Innovations is part of the Seneca Nation Group (SNG) portfolio of companies. SNG is Seneca Holdings' federal government contracting business that meets mission-critical needs of federal civilian, defense, and intelligence community customers. Our portfolio comprises multiple subsidiaries that participate in the Small Business Administration 8(a) program. To learn more about SNG, visit the website and follow us on LinkedIn.

Our team of talented individuals is what makes us successful. To support our team, we provide a balanced mix of benefits and programs. Your total rewards package includes competitive pay, benefits, and perks, flexible work-life balance, professional development opportunities, and performance and recognition programs. We offer a comprehensive benefits package that includes medical, dental, vision, life, and disability, voluntary benefit programs (critical illness, hospital, and accident), health savings and flexible spending accounts, and retirement 401K plan. One of our fundamental principles is to offer competitive health and welfare benefits to our team members, providing coverage and care for you and your family. Full-time employees working at least 30 hours a week on a regular basis are eligible to participate in our benefits and paid leave programs.  We pride ourselves on our collaborative work environment and culture, which embraces our mission of providing financial and non-financial benefits back to the members of the Seneca Nation.

White Pine Innovations is looking for a Network Operations Center Analyst I to provide data center IT support in a 7X24X365 environment. This team member responds to and diagnoses problems through interactions with users. They should have skills including problem recognition, research, isolation, and resolution steps. This role typically is able to resolve less complex problems immediately, while more complex problems are assigned to senior level support. This role will be involved in the use of problem management database and help desk systems. They perform ticket management which includes, identifying the issue and configuration items, assigning it to the correct support group, track ticket progress against established service level agreements and escalating as needed, crafting and sending customer notifications and internal notifications, and ensuring the resolution met the customer's needs. They will provide expertise and guidance on ticket management operations. Functions as the lead individual on the quality assurance program. Looks for, researches and provides process improvement initiatives. 

This role will support a shift schedule (Wed-Sat, 9A - 7P CST), following a training period of 4-6 weeks with a schedule of Mon-Fri, 9-5.

Essential Duties and Responsibilities: 

• Provide Tier I support  
• Manage incidents and service requests lifecycles. 
• Handle communication with the customers providing them with status update and addressing their questions, comments and complaints. 
• Report, document and escalate customer contacts; regarding issues, problems, and information given.  
• Perform ticket management. 
• Ensure customer satisfaction through the resolution of all issues and problems reported. 
• Manage and perform the steps/actions required in the Remedy ticketing system. 
• Maintain current and high level of technical skill in field of expertise. 
• Perform and/or oversee security of the data center and escorting of personnel to designated areas of the computer room. 
• Complete all daily logs and journals associated with maintaining computer room security and control; shift turnover information and daily activity notes. 
• Support Disaster Recovery (DR) exercises 
•  Other duties as assigned

 Qualifications:

• Existing Public Trust clearance
• Bachelor's degree in computer science field, or an Associate's degree in technology plus 2 years' experience in a similar position.
• 5 years' experience in data center support related field.
• Ability to perform system administration for Linux, Windows and Mainframe systems.
• Knowledge of networks, switches and other peripherals.
• Knowledge of storage appliances, data base and applications servers.
• Demonstrated successful project management skills.