$30.34-$45.44 Hourly / $5,258.93-$7,876.27 Monthly / $63,107.20-$94,515.20 Yearly
Receives calls from clients reporting hardware and software failures or problems and provides guidance for their quick resolution; performs first level problem determination for computer users with significant emphasis on good personal interaction and support with the users.
Monitors system consoles and terminals in the computer center and takes appropriate action; establishes and maintains records of hardware and software failures or problems using problem management software to track trends and to provide input to management for their prevention.
Reviews reports, re-establishes mainframe connections, routes calls for operations, network, mainframe and application support; enters data into problem management systems.
Monitors, schedules, and performs computer room duties to include mounting tapes, returning tapes to racks, mounting paper on printers, and delivering printouts to control section; performs all other duties required to complete daily batch schedules; performs assorted system management tasks using a variety of automated tools in order to support other related system software products.
Communicates all priority 1 and 2 problems to the operations supervisor and oncoming computer shift personnel; assigns unsolved problems to teams/person/vendor; communicates this assignment to the person involved; troubleshoots problems and takes corrective action.
Serves as an interface between computer operations, data control and the tape/disc library; prepares and distributes reports on Help Desk activities on a scheduled and asked for basis; assists in keeping documentation current.
Monitors work flow on consoles to keep informed of job status and checks for instructions; enters commands on computer console when central processing unit goes down to bring system up and retain previously processed information.
Provides technical support to aid in planning, design, and implementation of major computer systems, programs, forms, and files; assists in the development of standards and procedures for quality control of data processing operations; monitors performance to ensure that the operating system is functioning properly and efficiently.
Ensures that the daily production batch schedule is completed; provides technical assistance to application programmers and operations personnel in solving complex problems.
Maintains job control language and operations management software that affects job scheduling, tape management, console management, job rerun/restart, and report distribution.
Participates in training programs to develop new skills and to maintain existing competencies; maintains records and prepares reports.
Performs related work as required.
Considerable knowledge of: methods, equipment, and procedures employed in computer operations; mainframe, mini/micro computer operating systems.
Working knowledge of: computer hardware components and software; job control languages and operations and related third party software such as job scheduling, tape management, reports distribution, and automated operations.
Ability to: physically perform operations related task such as lifting cartons of paper which might weigh up to approximately 50 pounds; address and solve complex problems with and without oral and written instructions; verbally communicate with clarity and correctness; explain and talk client through solution of a problem over the phone; establish and maintain effective working relationships with others.
Skill in: communicating technical information to non-technical users; systematic problem solving; data entry using personal computer keyboard and mouse.