Media Help Desk Specialist
CSSS.NET - Kansas City, MO

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Provides support to end users on a variety of issues. Identifies, researches, andresolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution.

Handling of all IT Media and Disaster Recovery shipments between the offsite vendor and NITC at KC, which includes retrieving, scanning, reconciliation, packaging of tapes for shipment, and creation of shipping documentation.

Comply with all standard operating procedures, policies, and guidelines identified in the SNCC Library Manual or federal directives related to the handling of PII and non-PH media.

Process and reconcile tape inventory files daily; maintain and update daily inventory file on the flash drive before going offsite.

Notify the SNCC Lead, TM or other SNCCB IT Specialist within 15 minutes of becoming aware of the delay, if a time dependent task cannot be performed on-schedule (verbally or in writing, depending on the importance)

Prepare off-site storage vendor documentation via the web-based processing format for tape shipment.

Retrieve tapes from the automated Libraries and reconcile the tapes against the pull list.

Create a service/incident record for all customer requested actions.

Receive, log, and disperse tapes to the automated or non-automated library after reconciliation is completed.

Research and resolve all tape discrepancies between NITC and off-site storage vendor and notify the SNCCB Lead of the results daily.

Perform or assist SNCC and other NITC personnel in the recovery and restore of customer data.

Track and report damaged tapes

Ensure all tape media is protected, safe guarded, and stored in the designated library locations within each facility at all times when not in use.

Maintain and update procedures for handling offsite tapes, pickup, and delivery of express mail, procedures for the distribution of documents and other customer reports, procedures for handling collocation customer's media and their documents.

Maintain inventory of scratch tape pools at the minimum set forth in APS,

Create reports identifying tapes designated for removal.

Pulling, scanning, and staging tapes from designated removal list.

Reconciling scanned tapes against tape removal file to insure 100% accuracy.

Provide and receive acceptance of the 100% reconciled file from the Federal SNCC staff's Lead IT Specialist, TM, or designated IT Specialist before beginning the degaussing process.

Degauss tapes after 100% accuracy of the reconciliation process has been accepted by the TM, Federal SNCC Lead IT Specialist, or Federal designated SNCC staff member. The Federal personnel listed above may authorize an exception to the 100% file accuracy on a case by case basis only after appropriate research and determination has been conducted by the Federal employee.

Remove tapes from the print shop or degauss area and transport to the dumpster.

The TM/SNCC will provide contractor instructions on how to dispose of non­NITC Kansas City tapes.

Track tape quantities of degaussed/removed tapes from the inventory.

Track Foreign Tapes by Customer, Date Received, and Date Returned to the customer.

Receiving the packages from the courier. Verifying the delivery address is correct (NITC, 8930 Ward Parkway, Kansas City, MO 64114) during acceptance of the package.

Creating an incident/service request ticket to document the individual receipt and disposition of each package. Must be completed within one (1) business day of receipt of package.

Documenting the tracking information (tracking number, time of receipt, and recipient) into the tracking log.

Delivering the package to the recipient and obtain the recipient's signature. In the case of the recipient's absence, a co-worker may sign for the delivery.

Contacting the SNCC Lead for guidance in the case of undeliverable packages (such as no recipient name or contact information).

Including the number of packages received and delivered in the monthly status report.Ability to work in a team environment with strong interpersonal skills, both written and oral, and a positive attitude toward sharing expertise and assisting others to learn.

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