About the role
Job Overview
GENERAL SUMMARY:
Under supervision of the Lead Service Technician, the IOC Support Analyst will primarily serve as technical support for the Integrated Operations Center (IOC) as well as monitor and troubleshoot technology issues that support the operations of DFW International Airport. Support efforts include, but are not limited to hardware, software, technology project coordination. Additionally, the IOC Support Analyst will provide supplementary support to the Solutions Desk and the ITS Security team.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Monitor platform for maximum service availability and performance
Facilitate network services across all supported endpoints and servers
Support engineering and other technical units
Provide 24/7 network health investigation and signal to report by using network monitoring software
Perform the carrier route testing for the network communication device
Responsible for monitoring events and incidents that affect server and service health across the Enterprise, documenting outage information including actions taken to respond to incidents and resolve the outage.
Image, Configure and Test Desktop/Laptop devices in accordance with DFW policy/procedures.
Install Test and update software as required.
Technical support of Audio-Video systems.
Provide regular status reports to customers and management as necessary.
Troubleshoot and resolve user issues (hardware and software).
Respond, log, and track support tickets into the ticketing system (RemedyForce).
Troubleshoot software and hardware failures and take steps to remedy problems.
Facilitate customer escalations, driving issues to resolution.
Coordinate with functional managers on all project teams.
Work with subject matter experts to create/update task changes and estimates.
Review security memos and alerts from vendors; communicate possible action steps to the responsible party.
Promote an environment focused on continuous improvement and high levels of collaboration using leadership and conflict resolution skills.
Review security memos and alerts from vendors; communicate possible action steps to the responsible party.
INTEGRATED OPERATIONS…
