Job Description

Work Location: Hybrid. Onsite (Augusta, Maine) twice a month (every other Wednesday). Work schedule is Sundays through Thursdays from 11:30pm to 8:00am.

Job Description:

50%: Customer service skills to include phone support and ticket support.

40%: Work with monitoring tools. Knowledge of at least one mainframe computer system including related components, their configuration and function

10%: Analyze operations and arrange components into logical sequences.

• Ability to remote into systems to assist in call resolution.
• Monitors state network and state applications for completion and errors. Reports errors according to SOP’s.
• Acts as an extension to the Service Desk taking after hour’s calls to assist with troubles.
• Enters all calls into an internet-based tracking system, Assyst.
• Discriminates between critical and non-critical jobs and contacts programmers as necessary.
• Browse pending, ongoing, and completed RFC’s, to keep a general knowledge of changes occurring, or that have been completed.
• Reports hardware problems on the IBM system. Usually I/O errors on tape drives, which must be documented into an internet-based tracking system and paper logbook. Document any other hardware problems in a similar manner.
• Checks condition codes on certain IBM jobs to be sure they have run correctly. Reports failures to IBM System Analyst.

Top 3 Skills:

• Desktop Support
• Help Desk Support
• Customer Support

Required Skills:

• Ability to follow written and oral instructions
• Ability to lift 35 lbs.

Operating Systems:

• Windows 10, Intermediate
• Microsoft Office 365, Beginner

Hardware:

• PC/Laptop, Intermediate

Preferred Skills:

• Operating System
• Mainframe (application), Beginner

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