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Help Desk 1
Ref No.: 18-16716
Location: Dimondale, Michigan
Title: DTMB- DCO - Help Desk 1 (567934)
Position Type: 12+ Months Contract
Location:  Dimondale , MI

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 Clients 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. 

  • Work cooperatively with others in a team environment to meet the expected levels of customer service
  • Ability to operate information systems input devices.
  • Knowledge of data communications networks.
  • Knowledge of the methods and techniques used to operate mainframe computer systems and peripheral equipment
  • Ability to perform the most complex information technology technician assignments.
  • Ability to use Microsoft Office products
  • Experience with computer room environmental and/or Help Desk