Operations Center Technician

Responsibilities

• Under close supervision, conducts basic technical processes within a limited scope to monitor and control mini or mainframe computers and peripheral equipment, such as printers, tape, and disk drives, by operating the central console or on-line terminals, including monitoring mainframe production processing for applications such as Payroll, Accounts Payable, and Financial Accounting Systems.
• Responds appropriately to Service Desk calls by generating work tickets and assigning them to the proper support groups.
• Responds appropriately to environmental alarms from smoke and water detection systems, CRACs (Computer Room Air Conditioners), CRAHs (Computer Room Air Handlers), UPS units (Uninterruptible Power Supplies), and temperature sensors in several local and remote Data Center areas.
• Monitors and reports on campus networks and phone systems through DX Spectrum, Sunbird, and ServiceNow applications.
• Reports on and responds to out-of-tolerance conditions noted on Building Automation System (BAS) monitors for Campus Facilities Services.
• Operates high-speed printers and calls for vendor service when needed.
• Performs basic administrative tasks on Network, Windows and/or UNIX platforms.
• Provides customer-focused technical support and advice to members of the University, faculty, staff, and students, working as a liaison for their daily issues, requests, and questions and with support technicians and management to provide excellent service in resolving customer issues.
• Ensures the Data Center systems, servers, networking, and infrastructure are functioning efficiently by resolving common and straightforward deficiencies, triaging issues for resolution or appropriate escalation to more senior team members, and, working with peers, learning to diagnose, troubleshoot, and resolve identified deficiencies which are atypical in nature.
• Assists in coordination of the support teams to maximize utilization and improve communication during outages.
• Continuously develops technical skills, including fundamental knowledge of University software systems to recommend system modifications that reduce user problems and the technical processes and procedures for monitoring and controlling Windows/Linux servers and networking.
• When mainframe errors occur, determines the point of equipment or program failure by continuously observing the mainframe console panel, storage devices, printers, and the console printer, and confers with software systems engineering, applications programming, or other computer operator personnel when errors require a change of instructions or sequence of operations.
• Conducts tasks based on the schedule of computer operations and documents findings such as machine performance and production reports.
• Restores files or systems by implementing basic back-up procedures.
• Performs other related work as needed.

Minimum Qualifications

• Education: Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).
• Work Experience: Minimum requirements include knowledge and skills developed through < 2 years of work experience in a related job discipline.

Preferred Qualifications

• Education: Associate degree or higher in a related technical area, or equivalent technical training/experience.
• Experience: Minimum two years of experience in IT help desk and/or customer service.
• Minimum two years of experience documenting job function processes and procedures.
• Background monitoring software such as Metasys, DX Spectrum, StruxureWare, Sunbird, Nagios, or similar.
• Mainframe computer operator experience.
• Certifications: Technical certification, or pursuit of certification, in hardware, Windows/Apple operating systems, networking, Windows administration, Linux administration, or other related technologies, such as N+, MCP (Windows Desktop and/or Server operating systems), Apple Support, and others.
• Technical Skills or Knowledge: Knowledge of network connectivity and troubleshoot connectivity problems.
• Skilled in PC/Mac software, operating systems and applications, networks, and hardware, including hardware/software installation and troubleshooting in a desktop computing environment.
• Skilled in Microsoft Office Suite, including proficiency with Word, Excel, and Visio, as well as email customers and browsers.
• Familiarity with automated job schedulers (CA/Cybermation ESP).

Preferred Competencies

• Maintain strictest confidentiality when working with sensitive information.
• Excellent decision-making and problem-solving skills.
• Demonstrate initiative in addressing issue.
• Listen to customer concerns, demonstrate customer empathy, and remain humble during customer interactions.
• Proactive, resourceful, and detail-oriented individual with effective time management skills.
• Communicate technical information to a non-technical audience in a clear and coherent manner.
• Comprehend written instructions for installing computer equipment in data center rack spaces.
• Work with limited direct supervision.
• Sufficient writing skills to produce understandable status and problem reports.

Working Conditions

• Onsite and hybrid work schedule as determined by business needs.
• Standard office environment.
• High noise environment.
• Irregular work schedule.
• On-call responsibilities.
• Bend, crouch, or stoop.
• Extensively use a computer.