Service Desk

Job Summary Responsible for monitoring Network and Infrastructure devices. The role will oversee layer one troubleshooting, following process and procedures already established and prioritize incidents based in urgency and criticality. Ways of the Carhartt Leader We are all leaders at Carhartt. Some of us are asked to lead from day one, others one day. We are all given a seat at the table……
• Lead Self:
• Be Dependable: trusted to do the right thing and behave in a consistent manner.
• Be resilient: learn from failure and work to meet or exceed goals.
• Be authentic: always work to improve, seeking feedback proactively.
• Lead Others:
• Empower Others: inspire others to contribute to our success by seeking and building on ideas from others and supporting priorities together.
• Grow Together: hold self and others accountable for results, and offer and embrace candid feedback.
• Lead Business:
• Create Value: demonstrate knowledge of Carhartt’s business and delivers on expected results.
• Champion Change: believe in the power of innovation, and know we won’t preserve our heritage as the industry leader by doing things the same way. Representative Responsibilities
• Monitor Network and Infrastructure dashboards in order to action active alarms
• Basic troubleshooting on Network and infrastructure issues
• Create, update and document Service Now incidents and requests
• L1 support for networking such as: SD-WAN, WAN and LAN connectivity (routers, switches, firewalls, wireless)
• Follow process and procedures for different technologies such as but not limited to Network and infrastructure services
• Work with 3rd party vendors to resolve internal Network and infrastructure issues
• Respond to and resolve alerts and tickets generated from the monitoring system and/or customer requests in a timely fashion
• Communicate with customers as needed regarding ticket progress
• Create and update technical documentation Required Education
• BA or BS Management Information Systems, Computer Science, or Engineering preferred.
• Basic knowledge of Networking, Servers and storage and Azure
· CCNA or Network+ Certifications are a plus
· Azure certification is a plus
· Server + certification is a plus Required Skills & Experience
• Three years of relevant experience in multiple IT areas with a minimum of two years of relevant monitoring and troubleshooting work (data, network, application, systems, etc.) required.
• Good knowledge and experience with Network and cloud technologies
• MERAKI technology layer one troubleshooting
• Basic understanding of DNS/DHCP
• Experience with monitoring tools such as Meraki Dashboard, Solar Winds, etc.
• Experience handling 3rd party vendors
• Demonstrated experience with ticketing systems, escalations, and documentation.
• Excellent English communication skills, written and verbal.
• Quick thinker
• Can handle the stress related to balancing multiple issues and perspectives. Physical Requirements and Working Conditions
• Regular On-call; some travel required (up to 10%)
• Flexibility with multiple schedules
• Carhartt is a tobacco free workplace.