Denken Solutions, Inc. ยท 1 day ago
IT Support Analyst
Birmingham, AL
Contract
Onsite
New Grad, Entry Level
$30/hr - $33.88/hrDenken Solutions Inc is seeking an IT Support Analyst to provide frontline support for computer systems and applications. The role involves managing inbound IT incidents, troubleshooting issues, and coordinating repairs while adhering to compliance requirements.
Business Information SystemsConsultingDevOpsInformation and Communications Technology (ICT)Information TechnologyLegalManagement ConsultingMarketingStaffing Agency
Responsibilities
Provide a single point of contact call center that manages inbound IT incidents, logs each of them into a ticketing system, and either resolves them at Level 1 or escalates the incident until resolution is complete
Field inbound contacts via phone, email, web form, that one can troubleshoot and resolve remotely
This position is part of a contracted 24x7x365 staff that provides frontline computer systems and application diagnostics and support, along with being the primary communications channel between the customer, support personnel and management
Day to day monitoring of the primary SCADA and ancillary systems for health and availability
Front line problem resolution and coordination of repairs with EMS Department Personnel and/or other company personnel
Notification to key customers for the coordination of system outages and events that may impact other critical systems
Provide input to the Team Lead and Supervisor on continual process improvement and customer feedback
Thoroughly track and document cases to completion with the help of EMS Department personnel
Adhere to all Electronic and Physical access policies
Day to day monitoring and support of Business Continuity and Disaster Recovery systems
Qualification
Required
Provide a single point of contact call center that manages inbound IT incidents, logs each of them into a ticketing system, and either resolves them at Level 1 or escalates the incident until resolution is complete
Field inbound contacts via phone, email, web form, that one can troubleshoot and resolve remotely
This position is part of a contracted 24x7x365 staff that provides frontline computer systems and application diagnostics and support, along with being the primary communications channel between the customer, support personnel and management
Formal education in Computer Science or related IT field or equivalent experience is required
Requires excellent interpersonal skills and the ability to communicate effectively in both an oral and written manner
The successful candidate will be expected to work with other professionals such as coordinators, operating company transmission control center personnel and management in a team-oriented and sometimes stressful environment
Ability to apply excellent customer service skills
Ability to meet Critical Infrastructure Protection (CIP), Sarbanes-Oxley and other federal regulatory compliance requirements
Ability to multitask and prioritize tasks based on criticality and operational impact to the Bulk Power system
Ability to follow and properly apply both Change Management processes and knowledge-based procedures
Ability to build and maintain relationships with key customers
Ability to work nights, weekends, and holidays as a part of rotating shift
Critical thinking/Problem solving abilities
Day to day monitoring of the primary SCADA and ancillary systems for health and availability
Front line problem resolution and coordination of repairs with EMS Department Personnel and/or other company personnel
Notification to key customers for the coordination of system outages and events that may impact other critical systems
Provide input to the Team Lead and Supervisor on continual process improvement and customer feedback
Thoroughly track and document cases to completion with the help of EMS Department personnel
Adhere to all Electronic and Physical access policies
Day to day monitoring and support of Business Continuity and Disaster Recovery systems
Federal Energy Regulatory Commission Standard of Conduct must be understood and signed
The successful candidate must adhere to Separation Protocol
The successful candidate must pass all requirements required by the Client Insider Threat Program
Enhanced screening (including background, drug screen, and psychological assessment) is required if you are selected
This position may be sequestered local to the control center as part of essential personnel requirements during severe inclement weather situations
This position requires shift work
Operating shifts are 8 or 12 hours long and rotate between night and day shifts
Preferred
Preference for previous helpdesk experience in an IT capacity
Working knowledge of Windows based operating systems preferred
Working knowledge of AIX or other UNIX based operating systems preferred
Working knowledge of distributed computer networks is a plus
Company
Denken Solutions, Inc.
Offers consulting and staffing services in IT, Healthcare and Engineering
Founded in 2010
501-1000 employees
H1B Sponsorship
Denken Solutions, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (156)
2024 (194)
2023 (180)
2022 (94)
2021 (83)
2020 (172)
Funding
Current Stage
Late StageLeadership Team
Raj Maddula
Founder and CEO
Ravikiran Maddula
Business Development Manager
Recent News
Company data provided by crunchbase