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Help Desk 1
Ref No.: 18-13879
Location: Dimondale, Michigan
This position is a tier I operator that serves as a primary resource for enterprise monitoring, incident management and computer operations responsible for systems that run critical applications, systems, networks, and infrastructure at multiple sites.

Years of Experience:
1 to 4 years of experience in the field or in a related area.

Job Description:
This position 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 (RFC’s) as needed, when requested by the change builders.
  Skill Required / Desired Amount of Experience
Work cooperatively with others in a team environment to meet the expected levels of customer service. Required 2 Years  
Ability to operate information systems input devices. Desired 1 Years
Ability to conduct training and informational sessions. Desired 1 Years
Ability to understand and follow detailed written and oral instructions. Required 2 Years
Ability to explain instructions and guidelines to others effectively. Required 2 Years
Ability to communicate effectively. Required 2 Years
Knowledge of data communications networks. Required 2 Years
Knowledge of the methods and techniques used to operate mainframe computer systems and peripheral equipment Required 2 Years
Ability to identify and resolve problems associated with operating system malfunctions. Required 2 Years
Ability to key in coded information and instructions. Desired 1 Years
Ability to determine work priorities. Required 2 Years
Ability to perform the most complex information technology technician assignments. Required 2 Years
Ability to work under stressful conditions. Required 2 Years
Ability to use Microsoft Office products Required 2 Years
Experience working in an Enterprise Monitoring Environment Desired 1 Years
Experience with computer room environmental and/or Help Desk Required 2 Years