IT – 18B_Office of Information Technology_OIT – Client Technologies Specialist 1 – Service Desk 1 / EOM monitoring – 18B 20200617_12160 NEW

Any candidate scheduled for a Teams interview must have a current screenshot picture uploaded on their profile within 24 hours of interview confirmation. Photo IDs/passport, etc. will NOT be accepted. This should be a current screenshot from an interaction with the vendor. Vendors MUST be present at the beginning of the interview to validate their candidate. If they are NOT, the manager is encouraged to cancel the interview.

Max Bill Rate: $43.50
HireRight Package: Standard Package B & Fingerprint
Work Location: Hybrid. Onsite twice a month (every other Wednesday). Work schedule is Sundays through Thursdays from 11:30pm to 8:00am.
Bids can be over the Max Rate: No.

Top 3 Skills:
Desktop Support
Help Desk Support
Customer Support

Job Description:
50%: Customer service skills to include phone support and ticket support.
40%: Work with monitoring tools. Knowledge of at least one mainframe computer system including related components, their configuration and function
10%: Analyze operations and arrange components into logical sequences.

Ability to remote into systems to assist in call resolution.
Monitors state network and state applications for completion and errors. Reports errors according to SOP’s.
Acts as an extension to the Service Desk taking after hour’s calls to assist with troubles.
Enters all calls into an internet-based tracking system, Assyst.
Discriminates between critical and non-critical jobs and contacts programmers as necessary.
Browse pending, ongoing, and completed RFC’s, to keep a general knowledge of changes occurring, or that have been completed.
Reports hardware problems on the IBM system. Usually I/O errors on tape drives, which must be documented into an internet-based tracking system and paper logbook. Document any other hardware problems in a similar manner.
Checks condition codes on certain IBM jobs to be sure they have run correctly. Reports failures to IBM System Analyst.

Required Skills:
Ability to follow written and oral instructions
Ability to lift 35 lbs.

Operating Systems:
Windows 10, Intermediate
Microsoft Office 365, Beginner

Hardware:
PC/Laptop, Intermediate

Preferred Skills:
Operating System
Mainframe (application), Beginner