Delivery Analyst, Infrastructure Engineering Solutions - Tier 1 Help Desk

Our Deloitte AI & Engineering team to transform technology platforms, drive innovation, and help make a significant impact on our clients' success. You'll work alongside talented professionals reimagining and reengineering operations and processes that are critical to businesses. Your contributions can help clients improve financial performance, accelerate new digital ventures, and fuel growth through innovation.

Work you'll do

As a Delivery Analyst, Infrastructure Engineering Solutions on the Hybrid Cloud Infrastructure team, you will be responsible for:

• Support multiple clients in a fast-paced operations environment
• Monitor dashboards and alerting tools, respond to inbound support requests, and follow established procedures, scripts, policies, and knowledge base articles
• Create, update, and document tickets for each request, alert, or incident
• Troubleshoot common end-user support issues and escalate issues in accordance with defined procedures
• Manage multiple screens, applications, and tasks simultaneously while meeting service expectations

A successful candidate would possess these skills:

• Ability to work independently and collaborate as part of a team
• Effective written and verbal communication skills
• Meticulous attention to detail and quality of work product
• Ability to build and sustain professional relationships
• Ability to lead projects or workstreams
• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
• Strong interpersonal skills and professional demeanor
• Ability to meet deadlines
• Ability to provide clear guidance to others

The team

Deloitte's Government & Public Services (GPS) practice - our people, ideas, technology and outcomes - is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.

Our Hybrid Cloud Infrastructure offering provides specialized engineering capabilities to design, implement, manage, and operate hybrid cloud environments, modernize networks and AI infrastructure from the core to the edge, and incubate new infrastructure and device services to help clients stay ahead with the latest technology advances.

This opportunity sits within our Deloitte US Delivery Center model, which is dedicated to driving impactful business services. It leverages Deloitte's scale and talent, as well as a center delivery model to provide high-quality, cost-effective service with standardized processes and procedures to service businesses across Deloitte.

The Deloitte US Delivery Center has a small-business feel with a big-business impact. With the resources of Deloitte and a community feel, the delivery center model provides high-quality services to our clients. USDC professionals work out of one of our specific delivery center locations, and each location presents dynamic career opportunities for professionals to focus on their work with nominal travel requirements.

Qualifications

Required:

• High school diploma
• Ability to work 12:00 PM-9:00 PM Eastern Time, Tuesday through Saturday
• Experience using a ticketing system and knowledge base tools
• Experience in a help desk, service desk, call center, network operations center (NOC), security operations center (SOC), or operations support environment
• Experience troubleshooting common end-user support issues
• Ability to work in a hybrid model while residing within a commutable distance to Gilbert, Lake Mary, or Mechanicsburg
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Preferred:

• Experience supporting multiple screens, applications, and tasks simultaneously
• Experience identifying, documenting, and escalating alerts, requests, or incidents
• Experience working in high-volume or time-sensitive support environments
• Ability to work weekends or holidays, as needed