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Computer Operations/Help Desk Analyst

Recruitment #181206-080000-002

Introduction

Full-Time Benefits: Health, vision, dental, and life insurance; annual and sick leave; paid holidays; pension and tax-deferred compensation (457) plans; and more.

Nature Of Work

An employee in this class is responsible for performing tasks of more than average difficulty necessary to operate and monitor a complex multi-platform computer center. The employee is also responsible for establishing and maintaining a clear, concise recording of personal computer/network/mainframe hardware and software failures, problems, and requests using problem solving software. Considerable initiative and independent judgment are required to correctly assess problems and to provide assistance. Problem solving, customer service skills, and the ability to clearly communicate technical information to non-technical clients are among the most important aspects of the work in this class. Under general supervision, the employee monitors the condition of the computer center in total and performs the function of data processing help desk analyst for computer users. This employee will use diagnostic procedures in attempts to solve a problem; if the problem cannot be resolved, the employee will re-assign the problem and notify the appropriate team/person/vendor of the assignment. This employee will serve as liaison with outside vendors and or contractors. Follow-up with vendors is required to ensure problems are resolved to the client’s satisfaction. Tasks might include mounting tapes, carrying cartons of paper and mounting paper on printers. Work is performed on an assigned schedule that may include variable hours. Work is reviewed by the operations supervisor and through conferences and results obtained.

Examples of Duties

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.

Knowledge, Skills & Abilities

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.

Minimum Qualifications

Graduation from an accredited college or university with a bachelor’s degree with appropriate computer related coursework and six (6) months experience in personal computers and networking; or an associate’s degree in computer programming, computer science, or computer information systems and one (1) year of experience in personal computers and networking.

Licenses or Certifications

Possession of a valid drivers license may be required.

Examination

Evaluation of education and experience.

Comments

During periods when the Mayor issues an emergency declaration for the City of Tampa, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.

Conclusion

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