Data Center Operations – Help Desk 2

Short description: 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.

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.
• Monitor’s 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.
• Monitor’s 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.
• Control’s 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.

MI1650

Job Types: Full-time, Contract

Pay: $18.00 - $22.64 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Dimondale, MI 48821: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)
• Help Desk: 2 years (Preferred)
• Incident management: 1 year (Preferred)
• Computer operation: 1 year (Preferred)
• JavaScript: 1 year (Preferred)
• SQL: 1 year (Preferred)
• Python: 1 year (Preferred)

Work Location: Hybrid remote in Dimondale, MI 48821

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