DCO - Help Desk 1 - 1st Shift

Years of Experience:

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. Monitors 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. Monitors 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. Controls 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.

Required/Desired Skills

Skill Required/Desired Amount of Experience Work cooperatively with others in a team environment to meet the expected levels of customer service. Required 2 Years Ability to operate information systems input devices. Desired 1 Years Ability to conduct training and informational sessions. Desired 1 Years Ability to understand and follow detailed written and oral instructions. Required 2 Years Ability to explain instructions and guidelines to others effectively. Required 2 Years Ability to communicate effectively. Required 2 Years Knowledge of data communications networks. Required 2 Years Knowledge of the methods and techniques used to operate mainframe computer systems and peripheral equipment Required 2 Years Ability to identify and resolve problems associated with operating system malfunctions. Required 2 Years Ability to key in coded information and instructions. Desired 1 Years Ability to determine work priorities. Required 2 Years Ability to perform the most complex information technology technician assignments. Required 2 Years Ability to work under stressful conditions. Required 2 Years Ability to use Microsoft Office products Required 2 Years Experience working in an Enterprise Monitoring Environment Desired 1 Years Experience with computer room environmental and/or Help Desk Required 2 Years

Questions

Description Question 1 Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement? Question 2 Please list candidate's email address that will be used when submitting E-RTR. Question 3 Do you possess a valid driver's license? Question 4 Max rate: 33.37 Question 5 Interviews will take place Monday, 3/15 and Tuesday, 3/16 only; please only submit candidates who can interview on those dates. Question 6 Per manager request, due to level of access needed, assignment requires US Citizenship - please confirm: Question 7 Where is your candidate located currently? Are they working currently? Question 8 Req can only state 6.30.21 end date, due to change in MSP contract, but req is projected to go longer.

Skills:

Help desk IT