Technical Support Specialist (Level 2/3) - SW Distribution
IBM - Dubuque, IA

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This position is located onsite in Dubuque, IA., no remote work is available. Relocation MAY be considered in rare cases and in those rare cases would only be considered for our key skills and higher level roles.

IBM's Technical Services Delivery Center in downtown Dubuque, Iowa is seeking Technical Support Specialists responsible for working with the customer to define the requirements of the software distribution request, including target lists and scheduling. The Specialist will Query the SMS database to identify the target audience, perform Electronic Software Distributions, remediate any pc's that failed to receive the distribution, and produce reports for each distribution.

Remote work is not available. Pager coverage and possible off-shift coverage would be required.

  • Query databases to identify the target audience

  • Perform Electronic Software Distributions

  • Remediate any PC’s that failed to receive the distribution

  • Produce reports for each distribution

  • Monitor the health of end users workstations via tools available and create/provide reporting for completed tasks

  • Engaging Blues and Jazz pools for requirements clarification, if required

  • Supply information to Pool Dispatcher for root cause analysis.

  • The work consists of performing primarily routine and standardized sets of tasks. The work may involve a series of repeatable tasks and steps that are followed when addressing service needs or situations for a particular account.

  • Team members participate once or more a day in cadence discussion on team performance. These meetings are typically led by the primary pool manager or Dispatcher. They discuss issues or challenges, and receive trouble-shooting input /advice from other team members. They may also discuss team performance trends. Primary pool team members may also separately interact and exchange information with members of cross-pool teams.

    • At least 1 year experience in standard software distribution tools (Tivoli, SMS, Radia, LANDesk, Altris)
    • At least 1 year experience in networking
    • Basic knowledge in change management tools
    • Basic knowledge in MS Excel, SQL, Access, Word
    • English: Fluent

    • Associate's Degree/College Diploma in Information Technology
    • At least 6 months experience in change management tools
    • At least 6 months experience in MS Excel, SQL, Access, Word
    • Basic knowledge in LEAN methodologies
    • Basic knowledge in Maximo tool

    Additional information
    ITD's mission is to leverage IBM’s global scale and advanced technology to deliver standardized solutions that are more automated, repeatable and globally integrated. Through our strengthened global position, clients gain cost advantages, access to industry-leading skills and access to IBM's scale and overall flexibility. ITD's Technical Services Delivery Center in Dubuque, IA. is focused on increasing ITD delivery quality. Integrated Technology Delivery (ITD) brings together all of IBM's service delivery capabilities for Strategic Outsourcing.

    IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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    International Business Machines Corporation (IBM), is an information technology (IT) company. s major operations include Global Technology...