Service Desk Analyst

Position Summary

The NOC Tech I role serves as the central contact point for all IT-related incidents and service requests. The objective is to proactively monitor and escalate issues concerning applications, networks, and systems to maximize uptime and performance levels. This position requires the use of multiple tools, ITSM software, and monitoring systems. Additionally, the role coordinates communication among internal and external clients and operational teams.

The individual will compile documentation on service outages, perform root cause analyses for recurring issues, and raise necessary escalations both internally and externally. Ideal candidates demonstrate strong communication abilities, attention to detail, multi-tasking skills, and the capacity to identify long-term trends within enterprise settings.

Minimum Qualifications

• Must have authorization to work in the U.S. and successfully pass a criminal background check.
• At least a high school diploma or GED.
• A minimum of two years working experience in the IT field.
• Prior service desk experience in an ITIL environment.
• Capability to handle multiple tasks, think critically, problem-solve, and perform well under pressure.
• Reliable, self-driven, and eager to learn.
• Ability to work independently with limited supervision.
• Strong communication skills to collaborate across departments and manage escalations efficiently.
• Proficient in interpreting technical materials.
• Skilled in active listening, empathy, critical thinking, and maintaining a positive attitude.
• Good analytical aptitude for independent and team work.
• Familiarity with technologies such as Windows, macOS, Active Directory, basic networking, relevant software monitoring tools, hardware, video, Internet, and telephone systems.
• Ability to determine when to escalate complex issues following a priority matrix.

Preferred Qualifications

• Relevant industry certifications.
• College coursework or equivalent experience in Computer Science, Computer Engineering, or Information Systems.

Key Responsibilities

• Perform both proactive and reactive monitoring of Allegiant’s enterprise infrastructure using several network monitoring tools.
• Document and coordinate all incident and outage resolutions, assisting in troubleshooting to pinpoint service disruptions.
• Maintain records of priority issues for future reference.
• Communicate regularly with various IT teams involved with current issues and projects.
• Collaborate with external vendors and third parties to resolve arising problems.
• Deliver timely and thorough support to customers, ensuring effective problem resolution.
• Apply knowledge of network components and monitoring tools to uphold infrastructure stability.
• Keep process documentation and the internal knowledge base updated to reflect current procedures.
• Log incident and service request details accurately, assigning correct categorization and priority codes.
• Provide regular updates on open support tickets to keep users informed.
• Identify escalation needs based on the priority framework.
• Review and monitor flight delays to ensure appropriate follow-up.
• Foster constructive relationships between service providers and customers by understanding customer needs and business drivers.
• Recognize environmental and technological changes that could influence service delivery and utilization.
• Provide first-line support and perform ticket triaging.
• Ensure service level agreements and customer requirements are well documented, understood, and maintained.
• Measure, analyze, and enhance customer satisfaction continuously.
• Perform additional duties as required by IT Service Desk operations.

Work Environment and Physical Demands

This role requires the ability to stand, sit, talk, hear, see, reach, and operate computer equipment such as keyboards, printers, and phones. Lifting or carrying objects up to 20 pounds may be necessary. The job involves shift work, possibly in a 24-hour environment, with exposure to moderate office noise and varying light and temperature conditions. The position may require working within confined spaces and sitting at a computer for long periods. Some travel could be required.

Additional Information

Allegiant is recognized as an essential service provider and expects team members to report to work during declared national or state emergencies unless legally restricted. The company encourages candidates from diverse backgrounds to apply and values inclusion.

Compensation and Benefits

• Profit sharing available for full-time and part-time employees.
• Comprehensive medical, dental, vision, life, and disability insurance for full-time employees.
• Medical travel reimbursement, legal, identity, and pet insurance.
• 401K plan with employer matching contributions.
• Employee stock purchase plan.
• Employee assistance program and tuition reimbursement.
• Flight benefits.
• Paid vacation, holidays, and sick time for full-time staff; sick time provided for part-time staff.

Use of AI in Hiring

The recruitment process may incorporate artificial intelligence tools to assist with application reviews and assessments. However, final hiring decisions rest with human personnel. Applicants may request additional information on data processing upon inquiry.