Systems Support Technician - 12003_43073982560_5-4459 - AF Group
Chicago, IL
About the Job
This job was posted by https://illinoisjoblink.illinois.gov : For more
information, please see:
https://illinoisjoblink.illinois.gov/jobs/12287651 SUMMARY:
The primary responsibility of this role is to apply technology to
resolve business problems. Under general direction, the System Support
Technician will work directly with the IT HelpDesk team members to
provide internal system support to all internal Enterprise customers.
The incumbent will screen, refer and diagnose internal inquiries and
work requests to support the organization's internal user's computer
hardware and software. Provide technical support to computer users both
on the telephone and face to face with a concerted focus to optimal
customer service.
PRIMARY RESPONSIBILITIES:
- Assists with internal customers and resolves lower complexity call
incidents, primarily through the incoming ACD/phone system queue via
phone support. Obtains foundational knowledge as referenced in the
IT HelpDesk standards to triage and troubleshoot client computing
devices and peripherals for internal enterprise customers.
Peripherals include, but not limited to mobile devices, tablets,
printers, cameras, projectors, and similar devices.
- In a learning capacity performs asset management by maintaining
accurate and up-to-date equipment inventory and configuration
details by location.
- Updates support documentation and user references (i.e. faxing,
operating system, and Microsoft Office applications), as necessary,
for client computing.
- Communicates with internal customers related to software and
hardware issues and problem solving.
- In a learning capacity supports documentation, workarounds and
solutions to customer and peers through training and communication
from Systems Support Analyst I positions.
- Develops ability to provide routine troubleshooting for audio/video
and conferencing equipment.
- Performs password resets for various applications and network
accounts.
- Triages incidents reported to Help Desk via email or ticketing
system.
- Assists with installation of computer images, and configures client
software, and completes configuration of new equipment for customer
deployment. Installations performed remotely or locally when
necessary.
- Performs batch processes; billing.
- Completes shift production schedule.
- Performs check processes, and printing.
- Runs production reports and executes applications, as scheduled, or
on demand.
- Monitors data backups of servers and databases i.e., UNIX, ORACLE,
WINDOWS, and SQL.
- Assists with restore of data and archive logs, as required i.e.,
UNIX, ORACLE.
- Operates personal computers and peripherals to monitor systems
processing and transactions. Analyzes and reports errors/issues to
supervision, and appropriate application support personnel; and
takes corrective action as needed.
- Performs exports of various files between various servers and purges
files as necessary.
```{=html}
```
- Powers down production print equipment as needed following a series
of commands to ensure an orderly shutdown.
- Test critical production applications on demand; identifies
discrepancies for resolution.
- Maintains accurate and up-to-date tape library system of data tapes
from all computing systems.
- Verifies off site rotation of tapes.
- Develops IT Operations process documentation to support job
functions as required.
- Maintains supplies inventory by checking stock to determine
inventory level; anticipating needed supplies; placing and
expediting orders for supplies; verifying receipt of supplies.
- Performs print-to-mail balancing as required.
- Understand the SDLC methodology - System Development Life Cycle.
- As needed, will cover job responsibilities of Print Ce ter
technician
- Assists with scheduling and performing computer relocations
associated with customer hires, position changes, and relocations as
needed.
EMPLOYMENT QUALIFICATIONS:
EDUCATION REQUIRED:
High school diploma or G.E.D.
EXPERIENCE REQUIRED:
A minimum of two years experience working within an IT environment with
business systems support or relevant experience that provides the
necessary skills, knowledge and abilities. Six months relevant customer
service duties required.
SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:
Demonstrated ability to apply the HelpDesk policies, processes,
procedures, and terminology.
Demonstrated ability to apply an up-to-date technical and practical
knowledge and understanding of hardware and software analysis and
troubleshooting.
Ability to handle lower complexity call incidents via phone support.
Ability to clearly and concisely communicate factual and technical
information to all levels of understanding.
Knowledge of computers, word processing, spreadsheet, and database
software.
Excellent oral and written communication skills.
Demonstrated ability to apply consequences of various problem situations
and take appropriate actions and/or refer problems for necessary
decision making.
Ability to proofread
information, please see:
https://illinoisjoblink.illinois.gov/jobs/12287651 SUMMARY:
The primary responsibility of this role is to apply technology to
resolve business problems. Under general direction, the System Support
Technician will work directly with the IT HelpDesk team members to
provide internal system support to all internal Enterprise customers.
The incumbent will screen, refer and diagnose internal inquiries and
work requests to support the organization's internal user's computer
hardware and software. Provide technical support to computer users both
on the telephone and face to face with a concerted focus to optimal
customer service.
PRIMARY RESPONSIBILITIES:
- Assists with internal customers and resolves lower complexity call
incidents, primarily through the incoming ACD/phone system queue via
phone support. Obtains foundational knowledge as referenced in the
IT HelpDesk standards to triage and troubleshoot client computing
devices and peripherals for internal enterprise customers.
Peripherals include, but not limited to mobile devices, tablets,
printers, cameras, projectors, and similar devices.
- In a learning capacity performs asset management by maintaining
accurate and up-to-date equipment inventory and configuration
details by location.
- Updates support documentation and user references (i.e. faxing,
operating system, and Microsoft Office applications), as necessary,
for client computing.
- Communicates with internal customers related to software and
hardware issues and problem solving.
- In a learning capacity supports documentation, workarounds and
solutions to customer and peers through training and communication
from Systems Support Analyst I positions.
- Develops ability to provide routine troubleshooting for audio/video
and conferencing equipment.
- Performs password resets for various applications and network
accounts.
- Triages incidents reported to Help Desk via email or ticketing
system.
- Assists with installation of computer images, and configures client
software, and completes configuration of new equipment for customer
deployment. Installations performed remotely or locally when
necessary.
- Performs batch processes; billing.
- Completes shift production schedule.
- Performs check processes, and printing.
- Runs production reports and executes applications, as scheduled, or
on demand.
- Monitors data backups of servers and databases i.e., UNIX, ORACLE,
WINDOWS, and SQL.
- Assists with restore of data and archive logs, as required i.e.,
UNIX, ORACLE.
- Operates personal computers and peripherals to monitor systems
processing and transactions. Analyzes and reports errors/issues to
supervision, and appropriate application support personnel; and
takes corrective action as needed.
- Performs exports of various files between various servers and purges
files as necessary.
```{=html}
```
- Powers down production print equipment as needed following a series
of commands to ensure an orderly shutdown.
- Test critical production applications on demand; identifies
discrepancies for resolution.
- Maintains accurate and up-to-date tape library system of data tapes
from all computing systems.
- Verifies off site rotation of tapes.
- Develops IT Operations process documentation to support job
functions as required.
- Maintains supplies inventory by checking stock to determine
inventory level; anticipating needed supplies; placing and
expediting orders for supplies; verifying receipt of supplies.
- Performs print-to-mail balancing as required.
- Understand the SDLC methodology - System Development Life Cycle.
- As needed, will cover job responsibilities of Print Ce ter
technician
- Assists with scheduling and performing computer relocations
associated with customer hires, position changes, and relocations as
needed.
EMPLOYMENT QUALIFICATIONS:
EDUCATION REQUIRED:
High school diploma or G.E.D.
EXPERIENCE REQUIRED:
A minimum of two years experience working within an IT environment with
business systems support or relevant experience that provides the
necessary skills, knowledge and abilities. Six months relevant customer
service duties required.
SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:
Demonstrated ability to apply the HelpDesk policies, processes,
procedures, and terminology.
Demonstrated ability to apply an up-to-date technical and practical
knowledge and understanding of hardware and software analysis and
troubleshooting.
Ability to handle lower complexity call incidents via phone support.
Ability to clearly and concisely communicate factual and technical
information to all levels of understanding.
Knowledge of computers, word processing, spreadsheet, and database
software.
Excellent oral and written communication skills.
Demonstrated ability to apply consequences of various problem situations
and take appropriate actions and/or refer problems for necessary
decision making.
Ability to proofread
Source : AF Group
