Direct client - End User Technical Support (Onside work State of ID)

Helpdesk 2 - This position will be fully on – site with no remote work option and is responsible for initiating Incidents for State of Michigan Critical Business Functions. Manages Medium, High, and Critical Incidents, including triage and assessment of impacted systems. Escalates Incidents to tier II for Major Incident investigation. Notifies and escalates to support teams using Standard Operating Procedure (SOP) 12. Sends Communications Matrix Notifications using SOP12-2 for High and Critical Incidents. Monitors server and network system monitoring tools and responds appropriately to alarms. Monitor the environmental equipment (Generators, UPS, PDU, Air Conditioning and buildings water supply) to ensure their proper operation. Complete documentation of how the problem/issue was uncovered, who it affected, and the steps taken up to and including the final solution. Monitor the security equipment and situations to ensure their proper operations and report all issues/irregularities to the proper organizations/persons. Track and monitor security concerns. Complete documentation of how the issue/irregularity was uncovered, who it affected, and the steps taken up to and including the final solution. Monitors system resources (e.g. processor, memory and input/output) to ensure that Service Level Agreement performance criteria are met and that system resources are not being over-utilized by one customer. Opens trouble tickets and assign to the appropriate support group. Grants physical access to hosting centers both locally and remotely. Administers established security policy for physical access to the (2) Hosting Centers. Executes programs and jobs on the mainframe computers utilizing an operator display terminal. Controls production utilizing Automated Scheduling Systems to ensure that jobs are completed in the time required by the customers. Responsible for tape library functions including pulling and hanging tapes for production, test batch processing, managing off-site storage and logging user input tapes as needed. Prepares and submits status reports detailing system operations. Reads, comprehends, and complies with email messages in timely basis. Uses communications tools appropriately to receive and disburse information. Answers and makes phone calls as necessary. Communicates statuses using tools such as trouble tickets, status boards, broadcast messages and status reports. Reviews the Change Management Forward Schedule of Change and updates Requests for Changes (RFCs) as needed, when requested by the change builders.

Helpdesk 3 – Work will be fully on- site with no remote work option. Same as helpdesk 1 listed above with senior level technical assistance for enterprise monitoring, incident management and computer operations. This position would be responsible for systems that run critical applications, systems, networks, and infrastructure at multiple sites, serving the departments and citizens of the State of Michigan.

Responds to telephone calls, email, and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Answer questions or resolve technical problems for clients in person, via telephone or from a remote location. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. * Read and comprehend technical service manuals and publications. Makes appropriate use of reference publications and diagnostic aids in resolving technical problems. Strong communication skills. * Provide accurate and complete answers to general use and administrative environment questions in a timely manner. Communicate accurate and useful status updates. Manage and report time spent on all work activities. Ability to work in a team environment.

Job Type: Contract

Pay: $15.00 - $25.00 per hour

Schedule:

• 8 hour shift

Work Location: In person

Salary : $15 - $25