Under the general direction of the Director, IS Services and Communications and the direct supervision of the Service Desk Supervisor and within established policies and procedures, the incumbent performs the following functions:
Essential Functions: Provides proven problem solving, customer service and communication skills to help identify, communicate, and resolve issues in order to provide timely and efficient support to end users. Completes the day to day scheduled and unscheduled processes on host platforms. Maintains the day to day run procedures and report distribution documentation. Provide remote support to users; create/close tickets in Track It, Service Desk software, per department guidelines and Service Level Agreements. Assist users with advice and guidance for technical and non-technical issues. Provide password resets and unlock user accounts. Monitors and controls central computers. Operates control consoles or on-line terminals. Monitors, completes and reviews job logs for jobs scheduled. Performs backup of data files and programs. Maintains the media tape library. Monitors and manipulates the progress of jobs executing on the host systems, changes job priorities, halts and restarts procedures. Completes unscheduled jobs. Updates, writes and maintains operational procedure manuals with job run instructions and report distribution documentation for host platforms. Audits internal procedures and documentation. Reviews daily and historical logs for job completion messages, possible security violations, etc. Operating and monitoring mainframe computer equipment and peripherals. Maintains log of unusual computer halts or failures. Recognizes and resolves hardware problems such as paper jams and loose connections.
Education: As stated below
Experience: For each of the levels, specific years of experience is required in the following areas:
Experience on at least one of the following platforms but not limited to; DEC, VAX, IBM AS/400 and/or Hewlett-Packard systems. Must possess experience with Microsoft Windows, PC/Printer proficiency, System Administration, and some WAN/LAN knowledge.
Level I 1-2 years experience in the Service Desk/Customer Service discipline and in an operations environment, Associates degree in Computer Science preferred. Able to log call activity and can manage simple hardware, software or network problems which are easily resolved in five minutes or less, recognizes when to escalate calls to Level 2 support.