CUSTOMER SERVICE: Provides on site or remote access diagnoses and resolution to hardware and software problems by responding to service desk requests and planned work requests. Manages service requests with low complexity through resolution or escalation to another team member by performing work in a manner that minimizes disruption to existing business use; working with external suppliers for the ongoing support and maintenance of relevant hardware and software; participating in an on-call rotation with other infrastructure staff; and keeping users at all levels of the organization informed of progress or problem resolution.
MAINTENANCE: Serves as technical specialist by overseeing a variety of analytical and technical assignments of low complexity; providing subject matter expertise and advice for assigned technology and infrastructure systems; planning, managing, and implementing infrastructure projects and upgrades; and assisting in the design and documentation of infrastructure processes, procedures, and standards. Ensure effectiveness of infrastructure by performing preventive maintenance work; monitoring a variety of hardware, software, and network systems in the existing information technology infrastructure; diagnosing problems; working with external vendors and COH departments; and supporting and backing-up a variety of technologies, business units, and systems. Ensure availability of infrastructure services by implementing, monitoring and supporting servers, storage, telephony and other services and infrastructure software platforms including but not limited to server / client operating systems, reporting platforms, messaging and database services, network configuration, web proxies and other software-based systems.
ADMINISTRATION: Facilitates management of future problems by preparing clear and concise documentation; maintaining appropriate records of time spent, actions taken, and item status; assisting in designing and documenting infrastructure processes, procedures and standards; maintaining and preparing system and software documentation; providing training or arranging for vendor training for system users. Ensures infrastructure and data is kept secure by keeping track of assets; developing operational, installation, configuration, and upgrade documentation for communication systems, hardware, network, security, storage, software, and other computer related systems.
TEAM EFFORT: Contributes to team effort by accomplishing related results and performing related responsibilities as needed.
Requirements :
KNOWLEDGE:
Requires a Bachelor's degree in Computer Science, Management and Information Systems (MIS) or a closely related field.
Information systems-specific technical certifications may be substituted for 1 year of either the education or the experience requirement, as applicable.
Related professional Information Systems experience may be substituted for the education requirement on a year-for-year basis.
EXPERIENCE:
At least five (5) years of technology experience supporting IT applications.
A Master's degree in Computer Science, Management and Information Systems (MIS) or a closely related field may be substituted for two years of the experience requirement.