Job Description

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.

We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.

Our

Monitoring Analyst

are a valued member of the Managed Services team providing daily system support for desktop hardware, operating systems and applications, installation, and modifications. Analysts isolate and reassign system problems generated by event monitoring systems and ServiceNow Call Tickets. Analysts research and develop effective and logical solutions considering operational policies and information assurance requirements.

Responsibilities

Monitor events / notifications via the monitoring tools. Triage event monitoring alerts per specified severity levels Update the incident ticket as required. Escalate incident tickets to the appropriate support teams Assist with cross training of other team members as needed

Skills & Experience

1 year's IT technical experience in a helpdesk environment Knowledge of

ITIL concepts

- Incident, Service Request, etc Hands-on work experience with the following: Windows Operating Systems MAC Operating Systems Basic knowledge of

Active Directory

, Exchange 2010 User account management for Active Directory, Exchange Mailboxes, Distribution lists Execute basic queries and administrative tasks for

MS SQL

, if needed Sharepoint, Adobe Acrobat and other common desktop applications

Additional requirements

Working knowledge of troubleshooting remote access issues Excellent written communication skills Ability to understand and accept that the Customer's issues affect the business Enjoy problem solving Team player Good writing techniques

Why AHEAD:

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

USA Employment Benefits include:

Medical, Dental, and Vision Insurance 401(k) Paid company holidays Paid time off Paid parental and caregiver leave Plus more! See benefits https://www.aheadbenefits.com/ for additional details.


The compensation range indicated in this posting reflects the On-Target Earnings ("OTE") for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate's relevant experience, qualifications, and geographic location.