Duties & Responsibilities

Manage day-to-day IT infrastructure operations • Support all components of IT infrastructure: cloud technology (e.g., VMWare, AWS), physical / virtual servers (e.g., Linux, Windows Server), storage / network attached storage (NAS) (e.g., Compellent, Windows DFS), and security (e.g., firewall configurations, campus security compliance)
• Monitor application and system performance, tracks metrics, collects and analyzes logs (e.g., Intermapper, Nagios)
• Resolve escalated infrastructure problems identified by IT Professionals via ticketing system
• Independently analyze and isolate application issues and perform problem resolution
• Communicate with vendors or other third parties using predefined methods for ticket submission, support, and enhancement requests.
• Adhere to interoperability standards and best practices as adopted by the organization
• Maintain detailed documentation of cloud technology, server, storage, and security best practices including regular reports on outstanding known errors and workarounds
• Provide technical support including installation, patching, upgrading, monitoring, knowledge documentation, and troubleshooting
• Work some evening/weekend hours and respond to on-call emergency requests

Improve and enhance IT infrastructure and ACES Technology Services operations • Identify opportunities to automate workloads to improve performance, reduce costs, reduce maintenance, and help improve self-service capabilities
• Develop resolutions that consider cloud capacity and limitations, operating time, and form of desired result
• Plan for disaster recovery and business continuity as deemed appropriate to the visibility, importance, and risk factors of the IT service
• Research, coordinate, and apply information systems solutions, decision-making, and capacity planning to align with current and future technology
• Participate in IT service requirements gathering and analysis
• Participate in IT service projects of defined scope with shifting priorities and schedules
• Participate in continuing education and training and complete certifications, as appropriate
• Generate analysis documents of technical issues
• Understand the applicable processes and procedures of the organization and make recommendations in the continuous improvement of those processes and procedures, providing for management analysis and recommendations on improvements

Ensure excellent Customer Service throughout ACES Technology Services • Act as an advocate for ACES Technology Services’ customers in service planning and deployment across the organization
• Communicate regularly with stakeholders
• Coordinate with IT professionals at all levels to assist in service administration and implementation
• Provide end-user instruction and knowledgebase articles
• Resolve customer satisfaction issues