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Help Desk Analyst
Ref No.: 18-01659
Location: Norcross, Georgia
Position Type:Contract
Start Date / End Date: 09/24/2018 to 03/23/2019
Help Desk Analyst

Work Hours – the work hours for this position will be 8:00 am to 5:00 Monday through Friday but candidate should be flexible with a modified schedule if needed.

The Information Technology Operations Center (ITOC) provides 24\7 operational support for all IT Infrastructures for the our client. The ITOC is responsible to ensure that all IT problems are acknowledged, diagnosed, resolved and documented in a timely manner. The ITOC is also responsible for successful implementation of IT changes within the IT Infrastructure. The ITOC Operations Center supports 4 major technology disciplines which include: Host Mainframe Systems and Applications, Data Network Devices and Transport, Voice technologies and Client / Server Systems and Applications. The incumbent applies learned experience, technical expertise, and excellent customer service skills to ensure system and application availability. The incumbent works in a team environment where excellent communication and team work is required and must be able to multi-task.


Specific Job Function:
  • Experienced Systems Administrator with experience in a large enterprise environment supporting various server hardware and software.
  • The incumbent will have mastered all industry accepted system /server administrator responsibilities.
  • The incumbent will be accountable to readily detect, diagnose, and resolve problems within the enterprise server environment.
  • Analyzes and troubleshoots computer support problems and applies understanding of computer software and hardware products and services to resolve problems of users.
  • The Incumbent will take telephone calls and e-mails from users having problems using computer software and hardware.
  • The Incumbent ascertains from user the nature of problem, determines whether problem is caused by hardware such as modem, printer, cables, or telephone, formulates diagnosis, and assists users through problem solving steps.
  • Works with co-workers to research problem and find solution.


For a Server/Infrastructure Support candidate we are looking for the following technical skills:
  • Understand and support various Operating Systems: ( Windows, Unix, Solaris)
  • Understand and support various Backup Solutions: ( Avamar, Networker,)
  • Understand and support : VMware, Citrix, SAN Solutions, Active Directory, DNS,
  • Understand and Support Various systems management tools: Sitescope, BMC Products ( Blade Logic, Patrol, Atrium Orchestrator)
  • Understand and resolve complex IT server problems
  • Understand and resolve computer hardware technical issues
  • Understand, diagnose, and repair server hardware problems.
  • Understand and install hardware bios and firmware software.
  • Experience with ticketing and tracking systems for incident and change management
  • Must be able to technically articulate troubleshooting and repair processes and procedures.


For a Host/Mainframe candidate, we are looking for the following technical skills:
  • Prefer 3-5 years' experience in supporting host main frame computer systems
  • Understand and Support ZOS, Z processor, and Job Entry Systems(JES-2)
  • Understand and utilize commands for the IBM HMC (Hardware console)
  • Understand and Support Online Systems such as: CICS, DB2, MQ, and IMS
  • Understand and Support Host interactions with server infrastructure
  • Understand and Utilize CA7 and CA11 Scheduling Tools and applications
  • Understand and Utilize Autosys Tool for batch processing
  • Understand and Support JESPlexed/SYSPlexed integration
  • Understand and Support Shared Coupled Facilities
  • Understand and Support Mainframe monitoring and alerting tools (BMC preferred).
  • Understand and Support mainframe system utilities, standalone dump, console dump ,etc.
  • Understand and Support MVS and LPAR configurations
  • Understand and Support HMC systems and IPL processes.
  • Understand and capable of using all Command sets and utilities on the tools and systems above.
  • Understand and support global mirroring from a host operational standpoint.

Soft Skills:
  • must be able to follow technical processes and procedures
  • must be able to work within a team environment and adapt well to changing environment
  • must be an excellent multi-tasker and flexible to various work demands
  • must be service delivery focused, with a positive attitude
  • must be a good communicator and adapts to various customer support situations
  • must be able to work well under pressure
  • must be able to interact with various levels of management and support groups
  • must be responsive, quick to execute and take action
  • must be able to work independently, with little supervision.
  • must be a quick learner and quick to pick up technology
  • must be able to implement solutions relating to technical problems and deficiencies with minimal direction from management
  • must have a continuous improvement mindset
  • must be able to adjust to ever changes work priorities and schedules.
  • must have excellent documentation skills
  • must be willing to share knowledge and coach and mentor others.
  • Understand and Support HMC systems and IPL processes.


For more information please contact Casey Taylor at 800-709-4740 ext 240.

Since 1995, iTech Solutions Inc., has been providing IT Consulting and Direct Hire Services to the Insurance, Financial, Communications, Manufacturing  and Government sectors with local offices in Connecticut, Minnesota, Colorado,  Massachusetts, Tennessee, North Carolina, and New Jersey / Pennsylvania area. 

Our recruiting strategy is simple, if you want to find qualified IT professionals then use IT professionals to find them.   So at iTech Solutions,  our personnel are all career IT professionals with a wide range of IT experience.  We can honestly say our staff understands the technologies, the complexities of finding and selecting the appropriate personnel and the pressures of running successful IT projects.  


Employer will not sponsor applicants for any employment visas, at hiring or in the future, including but not limited to H-1B visas. Corp-to-Corp or subcontract personnel will not be considered for this position.