Service Desk II (Associate Analyst, IT Ops) guarantee services are delivered to meet customer business needs and expectations. Ensures proper documentation, notification, escalation, tracking and follow up of all priority incidents. Proactively monitors the network health status via Solarwinds, telephony status via Prognosis, manages Incident Notifications, escalations and prepares post incident analysis. Prepare and collates reported incidents, analyses data to compute individual program and enterprise uptime performance and generates IT service level reports. Responds to various requests related to company uptime, incidents, and service requests.

Essential Duties and Responsibilities

-95% – Provides Tier2 service or support through telephone, email or remote to end users in accordance with the service level agreement and escalates to the next level of engineers when appropriate.

-Provides remote support for internal users and resolve issues escalated by Tier1

-Configures and installs software for end-users’ desktops and laptops remotely or over the phone

-Processes hardware and software replacements based on troubleshooting results by coordinating user setup, upgrades and installations

-Performs end-user training as it regards assistance with supported applications

-Manages and triages service requests and incidents effectively by understanding customer needs and meeting service level requirements

-Communicates company and client-initiated changes to various stakeholders

-Onboard, offboard, reset, provision licenses, and configures network accounts

-Documents incidents and resolutions within the call tracking application and provides updates to the knowledgebase where applicable

-Sends BCP and other major events based on impacted sites, locations, and technology

-Participates and performs in project calls and ensure procedures are properly followed and performed

-Host the bi-weekly Change Advisory Board and collates changes submitted by other departments such as technology, business processes and other systems.

-Assist with on-site support as needed

-5% – May preform other related duties and responsibilities as assigned and/ or required

Defined Tasks

-Remote support

-Takes in phone calls and resolve desktop issues remotely using Logme In or Dameware

-Practice First call resolution

-Does outbound calls to resolve and follow through on an issue escalated by Tier 1

-Active Directory

-Creates, modify, and deactivates user NT accounts based on set policies and requests

-Ensures PC’s found in the network are assigned in the correct OU

-Knowledge Base

-Create and contributes new contents based on best practices and new learnings to aid to the betterment of the team

-Desktop support

-Troubleshoot basic to complex hardware and/ or software issues

-Incident Management and Root cause analysis

-Works with Ops and internal technology departments in resolving high level incidents

-Create and process root cause analysis for Continuum Global owned reported incidents

-Change Advisory Board

-Collates and sends lists of all changes prior to CAB for the IT Leadership approval

-Host the Change Advisory Board

-Other tasks as assigned

Working Conditions and Physical Requirements

-This is a general office environment position

-Employee has limited walking requirements

-Answers telephone calls, uses personal computer and other business machines extensively, which requires the ability finger dexterity. Individual bends, reaches, pushes and pulls file drawers to file records and reports

-Equipment Used: Personal computers/video display terminal (including mouse, external hard drives, etc.), printers, scanners, copiers, facsimile, telephones and other commonly used office accessories/equipment. Equipment may require set-up, adjustments or other procedures in order to maintain or meet company requirements.

-Physical Requirements: Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

-Physical Activities: Talking – Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to others accurately, loudly or quickly. Hearing – Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound. Repetitive Motions – Making substantial movements (motions) of the wrist, hands, and/or fingers.

-Visual Acuity: The incumbent is required to have close visual acuity to perform an activity such as: preparing and analyzing figures; transcribing; viewing a computer terminal; and/or extensive reading.

Knowledge, Skills and Abilities

-Fluent in verbal and written English.

-Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.

-Ability to work effectively in a team oriented, high demand and fast paced environment.

-Ability to maintain high level of confidentiality and work with highly sensitive data and information.

-Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.

-Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.

-Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.

-Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include Microsoft Office 365 products

-Solid knowledge of computer, telecommunications and network equipment and applications

-Must have basic math, reading and writing skills to be able to count, read instructions and document necessary paperwork

-Demonstrated written communication skills to effectively develop training materials, write clear, concise system documentation, and outline current systems, recommend logical solutions with sound details and make updates as necessary


-2 or more years Remote Technical support or IT Service Desk experience

-Experience in handling inbound and outbound calls

-If without ITIL certification, applicant must have proper understanding of Incident, Change, Problem management and Service Request lifecycle

-Knowledge in active directory, O365, SolarWinds, Prognosis, and Service desk ticketing system

-Strong attention to details

-Can work with minimum supervision

-Willing to work non-traditional schedules, weekdays off, holidays, split off’s depending on operational needs

-Willing to work on-site, possibility of working remote may be provided on a temporary basis based on performance and skill level

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

Continuum recruiting correspondence will always come from a talent acquisition representative with an official continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to


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