Associate Network Operations Technician

• The office for this position is located at the Harry S. Truman State Office Building, 301 W High Street, Jefferson City, MO. 65101.

• The office for this position is located at the Harry S. Truman State Office Building, 301 W High Street, Jefferson City, MO. 65101.

The Missouri State Data Center (SDC), part of the Office of Administration’s Information Technology Services Division (ITSD) is seeking a professional, self-motivated individual to join a team to support the duties of the SDC Operations.

• Authorization to work in the United States is a prerequisite of employment. The Office of Administration, Information Technology Services Division (ITSD) will not sponsor applicants for work visas.
• The salary indicated represents a base pay rate. If the individual selected or the position is eligible for a pay differential (e.g., shift, security, or years of service), it will be added to the total compensation in your paycheck. A pay differential does not raise your base pay.

This position is with the Office of Administration, Information Technology Services Division (OA-ITSD) Network Operations Center (NOC).

ITSD Core Values - We Innovate and Partner with Passion, Respect, and Integrity United as #One Team.

• Participate in on-the-job training with additional online training expected.
• Understand and follow verbal and written procedures necessary to support SDC operations.
• Perform entry to mid-level technical duties in the operation of computer and peripheral equipment.
• Achieve thoroughness and accuracy when accomplishing a task.
• Communicate with customers by phone and e-mail while tracking and monitoring systems to ensure continuous operation of State information technology systems and services.
• Assist in the development and maintenance of solution-driven internal operating procedures and processes.
• Assist in the development and training of new team members.
• Receive close or general supervision from a designated technical staff member or supervisor who reviews work for adherence to schedules and established quality standards.
• Monitor systems, jobs processing, networks, and hardware; enter commands into a computer console; and respond to alerts.
• Assist with the scheduling and monitoring of production jobs utilizing mainframe production control scheduling software; review job triggers, predecessors, successors, and requirements within a schedule.
• Report equipment repair and maintenance needs to technicians in a timely manner.
• Provide reliable and timely response to all customer service requests.
• Communicate effectively with customers verbally and by e-mail as needed to provide timely information and updates regarding print jobs.
• Assist with monitoring critical systems in the SDC and providing timely responses to all service requests, incidents, problems, outages, maintenance, performance alerts and job processing while analyzing abends and taking corrective action.
• Assist senior staff to support and triage active incidents and problems (including supporting senior staff during conference calls) by using monitoring tools, demonstrating skill searching and using logging systems.
• Review configuration information in databases and technical diagrams and employing problem solving skills and knowledge of computer systems and networking.
• Operate and monitor system backups and ensure they complete without error.
• Categorize issues for escalation to appropriate technical teams and notify customers and third-party service providers of issues, outages and remediation status.
• Assist senior staff with after-hours help desk support to end users.
• Other duties as assigned.
• Willingness to learn, ability to adapt quickly, work on multiple tasks simultaneously, and meet deadlines.
• Intermediate knowledge of office practices, procedures, and equipment. Including introductory knowledge of the operation, care, and adjustment of computer peripheral equipment.
• Ability to comprehend new and/or unique computer information technology concepts/principles and system requirements.
• Ability to understand and apply instructions, logically resolve problems and present clear and precise results.
• Ability to work quickly under pressure, make decisions and meet deadlines.
• Ability to work with a team to develop and implement procedures and best practices.
• Experience working with various types of monitoring, logging, ticketing, and communication software is desirable but not required.
• Basic knowledge of and experience in troubleshooting IT systems, applications, and network equipment.
• Team members need basic typing skills, excellent written and verbal communication skills, interpersonal skills, planning and organizing, critical thinking, problem solving, and decision-making ability.
• Reliability, attention to detail, ability to understand and follow verbal and written instruction, strong customer service and communication skills, with the ability to communicate clearly with customers and technical personnel are also necessary.
• A successful team member must also…