3 rd Shift – Tier 1 IT Service Desk Specialist- H ybrid | Cary, NC Nice to meet you! We're the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence – and questions into answers.
We're also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.
About the job As an IT Service Desk Specialist and a member of the Global Service Desk at SAS, you will provide front-line global IT support to ensure IT services remain highly available and to minimize loss of employee productivity. Triage incidents using a combination of documented procedures, knowledge, experience, and other resources to resolve standard incidents or to escalate to appropriate support teams. This team is available 24x7 and responds to SAS customer issues during non-standard business hours.
As an IT Service Desk Specialist, you will: Provides first-level technical support on all IT service areas, which includes assessing the service interruption, applying sound judgment, and using troubleshooting skills to resolve standard customer issues, and quickly escalates complex issues to the appropriate support team. Provide timely response to all incidents, outages, and performance alerts. Ensure incidents are managed and accurately documented in accordance with defined processes and standards to meet service level agreements. Use established procedures, but also exercises some discretion and independent judgment to determine appropriate actions. Communicates with vendors or support teams to accurately record details of incidents using incident management software and maintains ownership of the relationship to ensure vendor performance in accordance with SLA's. Responds to emergency and data center facility incidents to maintain availability of the data center resources. Manages time efficiently to ensure service quality, customer satisfaction and achievement of service management goals and objectives. Partners with other IT teams to expand skills and to complete level 1 tasks, as appropriate. Required qualifications US Citizen Required 1+ year of experience in service management at an IT Service Desk or NOC or related field, preferably in an enterprise data center environment. Equivalent combination of related education, training and experience may be considered in place of the above qualifications. Good working knowledge of various operating systems including UNIX, Windows, and communications networks. Experience providing effective remote support and the ability to manage and triage multiple incoming priorities effectively. Familiar with a problem ticketing system for creating and managing outstanding issues. Familiar with multiple areas of service management including incident, problem, change and asset management. Knowledge of the breadth of software technologies typically used in a data center environment, as well as client software packages. Some knowledge of basic PC or other hardware installation, configuration and first level support. Ability to work nights, weekends, and holidays. You're curious, passionate, authentic, and accountable. These are our values and influence everything we do. Preferred qualifications Associate degree in an IT related field is preferred. ITIL Foundation knowledge Experience with ServiceNow Ability to work in a strong team environment as well as independently. Highlights include...
Comprehensive medical, prescription, dental and vision plans. Medical plan options include… PPO with low annual deductible and copays. HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center). Onsite Health Care Center (HQ) that's free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge! An industry-leading 401k plan. Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1. Volunteer Time Off, parental leave and unlimited paid sick days. Generous childcare benefits for all full-time employees #LI-CC1
Diverse and Inclusive At SAS, it's not about fitting into our culture – it's about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it's essential to who we are. To put it plainly: you are welcome here.
Additional Information: To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Know Your Rights . Also view the Pay Transparency notice.
Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.
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