West Monroe isn’t a start-up firm, but we act like one.

From day one, our people have the opportunity to make a definitive personal impact for their clients and their careers. What does this mean? It means we seek out the best of the best, and then we challenge them to make us better.

If you are looking to be a “behind the scenes” technologist, this isn’t the place for you. We celebrate driven professionals who thrive in a collaborative environment. Our WMP Managed Services team executes our “run” offering on behalf of our clients. We are a team of enthusiasts always focused on improving our execution and our client’s performance. Sound interesting? Then West Monroe Partners just might be the place for you.

Think you’re up to the challenge?

West Monroe Partners is currently seeking a Level 1 Operations Center Analyst to work within our Managed Services group. This role is responsible for delivering client-ready services in four key practice areas including: front-line end user support, infrastructure monitoring and incident response, pro-active security monitoring and threat remediation, and application support for a variety of technologies.  

Operations Center Analysts will interact with end-users and internal teams daily in support of these responsibilities. The role requires analysts to answer support phone calls and email requests and respond to infrastructure and security alerts from devices and monitoring services for West Monroe Partners’ outsourcing clients.  As the primary 24/7 point of contact for clients, the Operations Center Analyst is expected to be able to assist with desktop, mobile, infrastructure, and application troubleshooting including but not limited to Windows 7, Active Directory, Microsoft Office, Microsoft Outlook/Exchange, Citrix/VMWare, VoIP telephony, SQL databases, storage, firewall/switches, backup, and other business applications.

Specific skills include, but are not limited to, the ability to:

• Thoroughly and accurately understand issues and analyze a problem in a systemic fashion.
• Analyze each specific request and determine the underlying problem and recommend proper solution.
• Understand and execute standard escalation procedures with tier two support.
• Apply standard and custom monitoring sets to a client environment to make sure the entire client’s environment is being monitored. 
• Strong communication skills to work with employees and assist non-technical users with remote troubleshooting and resolution.
• Strong background in Windows client operating systems, standard desktop applications (i.e. Office, Internet Explorer, anti-virus tools), Windows Server Operating Systems, and Active Directory.

Requirements:

• Excellent organizational, verbal and written communication skills 
• Bachelors degree or equivalent
• A passion for technology, problem-solving, and customer service
• Efficiently manage multiple tasks
• Contribute in a fast-paced, team-oriented environment
• Possess strong problem solving and analytical skills
• Exhibit excellent leadership, communication, interpersonal and organization skills
• Upbeat, friendly, motivated and ready to help contribute to our team

Preferred Candidates will possess:

• Bachelor’s degree in Computer Science, MIS, or equivalent
• 6 months – 2 years of similar work experience or coursework
• Background in Windows server platforms including Windows Server operating system
• Experience in infrastructure monitoring and management tools and system backup
• Base knowledge in networking and system connectivity.
• Background in Windows client operating systems and standard desktop applications (i.e. Outlook, Internet Explorer, anti-virus tools).
• Experience working with server management tools (backup, anti-virus, monitoring)
• Experience working with support ticketing systems
• Experience writing and editing scripts for automated processes
• Excellent organizational, verbal and written communication skills
• Relevant industry certifications pertaining to cloud, security, and infrastructure domains
• The ability to work a variety of potential shifts, including second and third shift and weekends

Think you've got what it takes? Join our team and make us better.