Position Description

Under general supervision, provides technical support by applying a broad understanding of computer systems products and services. Maintains information technology service, functionality, and user satisfaction by answering questions, troubleshooting, and resolving more complex problems. Responsible for work of average difficulty. Performs related duties as assigned.

ESSENTIAL FUNCTIONS :

1. Provides technical support by applying a broad understanding of systems products and services in all of the following areas: help desk, Internet, PC/desktop systems, web, and computer operations.

2. Supports department operations which include but is not limited to, Active Directory, MDC,VPN, Token, and Criminal Justice Information Systems networks by providing technical support and delivering reliable high-performance assistance, customer service, and technical services.

3. Resolves complex issues regarding operations, including installations, setups, error messages, online transactions, and system status or downtime procedures. Coordinates with other information technology units and/or users to determine requirements.

4. Monitors and controls systems, networks, and equipment for the client.

5. Ensures user satisfaction by diagnosing and quickly resolving issues. Recognizes, researches, isolates, and resolves complex technical problems. Escalates problems requiring additional repairs, training, or follow-up to appropriate technical, professional, or support personnel.

6. Maintains service and proper systems functionality by interacting with technical support staff, applications development, PC Support, and other information systems contacts to identify and resolve system problems.

7. Recommends systems or production environment modifications as appropriate.

8. Coordinates calls as necessary for system, product, or hardware maintenance dispatches.

9. Coordinates system outage response by escalating problem resolution and notifying management and users as appropriate.

10. Provides accurate documentation of issues and activity by maintaining a trouble shooting tracking log within an enterprise trouble-ticketing system.

11. Remains current on job-specific expertise.

12. Communicates verbally and in writing with unit personnel to ensure that special instructions and outstanding hardware/software problems are relayed for shift changes.

13. Monitors computer room safety and security to prevent unauthorized access to protect equipment, staff, sensitive information, and files unique to the client.

Skills Required

Knowledge of:

1. the principles, capabilities, and operation of modern data processing systems.

2. commonly used commands for computer operating systems and software (e.g. MVS, JES2, Omegamon, Netview, VPS, TSO, VTAM, and CICS.).

3. computer helpdesk operating procedures.

4. problem escalation procedures.

Skill in:

1. line monitor diagnostic commands, using and troubleshooting personal computers, consoles, and related network equipment to resolve customer problems.

2. entering exact data for console commands.

3. performing system recovery in the event of a system failure as per procedure.

4. providing telecommunications support.

Ability to:

1. provide excellent and courteous customer service, even in high-stress or contentious situations.

2. follow detailed verbal and written instructions.

3. work effectively with customers, vendors, and other data processing personnel.

4. use good judgment and caution to ensure computer procedures are executed properly.

5. utilize technical reference manuals to resolve problems.

6. communicate effectively both orally and in writing with the client employees and customers.

7. analyze and troubleshoot hardware and software problems.

8. complete work activities using established procedures and guidelines.

9. complete work activities with minimal supervision.

10. take responsibility for actions.

Skills Preferred

Experience Required Requires one (1) year of experience in the operation of computer mainframes in a large(1,000 employee) organization and/or one (1) year of experience with at least onemainframe command such as: batchwork, TCPIP, Omegamon, or CICS.