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Technician, IT Operations - Production Support

permIT LLC
Des Moines, Iowa, United States
November 26, 2016

Fortune 100 company ranked in Computerworld as one of The Top Places To Work in IT 2016 offers generous salary, benefits and relocation.

Company, its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree Air Act, individuals may contact the Smokefree Air Act Helpline at 888-944-2247 or click here.

There are two open positions, one located in Columbus, Ohio area and one in Des Moines, Iowa.

Job Requirements:

Extensive standing, walking and carrying of computer equipment (up to 50 pounds)

Ability to push/pull a delivery cart with up to 200 pounds of equipment

Extensive walking between offices in the Columbus downtown area / Des Moines downtown campus

JOB SUMMARY: Under direct supervision, performs routine tasks associated with IT Operations. Tasks include monitoring and operating a computer in accordance with detailed instructions, provisioning and providing first tier technical support and assisting second tier support regarding computer operations and networks, installations, setups, error messages, on-line transactions, system status, and downtime procedures, etc. Participates in problem/change management activities to minimize impact of service disruptions on end users.REPORTING RELATIONSHIPS: Reports to: Manager/DirectorCORE DUTIES AND RESPONSIBILITIES:1. Provides technical support to diagnose, analyze, research and resolve routine computer incidents for internal and external customers. Responsible for recognizing, researching, isolating, resolving and documenting problems with information systems products and services.2. Executes incident and change management processes for routine PC, server, or mainframe applications and hardware.3. Provides preventative maintenance, troubleshooting, root cause analysis, and resolution for routine technical incidents in order to ensure user satisfaction.4. Documents and routes routine customer escalation's to appropriate technical team or resource.5. Consults with network services, desktop/systems engineering, and/or applications development to restore service and/or identify and correct core systems problems.6. Provides ad hoc technical training to customers on company technologies, infrastructure, hardware, and software applications.7. Performs all other duties as assigned.MINIMUM JOB REQUIREMENTS:Education-Undergraduate studies in computer science management information systems, business administration, insurance or related field is preferred.Knowledge-Basic knowledge of mainframe, microcomputer and/or network technologies and applications. Prefer knowledge of the customer business and product environment. Must have an understanding in customer service concepts and practices.Certification/ Designation-NoneExperience-Six months of experience in a related field. Customer service experience is preferred.Skills-Must have good varbal and written communication skills to effectively interact with customers and all levels of personnel. Must be able to provide technical support to diagnose, analyze, research and resolve routine computer problems while minimizing the impact of service interruptions. Must be able to analyze routine error conditions and/or abnormal situations and report malfunctions to management. Must have the ability to utilize computer operation system software commands to troubleshoot and resolve basic issues related to application and hardware/peripherals. Must have good analytical and decision-making skills.Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.Staffing Exceptions: Staffing exceptions to the above minimum job requirements must be approved by the: Vice President and Human Resources.JOB CONDITIONS:Working Conditions: Extended periods on phone and personal computer. May be required to work non-standard hours based on hours of operation and schedule. May be required to carry a cell phone and respond to pagesOvertime Eligibility: Eligible (nonexempt)ADA: The above statements cover what are generally believed to the principal and essential functions of this job. Specific circumstances may allow or require some associates assigned to the job to perform a somewhat different combination of duties.Job Evaluation Activity: Evaluated March 2010 JDCJob Family/Function: MIS/TOP