Help Desk Technician

The IT Operations / Incident Management Analyst provides front-line monitoring, incident response, and operational support for the State of Michigan’s critical business systems. This role ensures system availability, security, and compliance with established procedures and SLAs, while coordinating timely response to incidents and maintaining clear communication across support teams.

• Initiate, manage, and coordinate Medium, High, and Critical incidents impacting State of Michigan critical business functions.
• Perform initial incident triage and impact assessments for affected systems and services.
• Escalate incidents to Tier II support and major incident teams as appropriate.
• Notify and escalation incidents in accordance with Standard Operating Procedures (SOP 12 and 12-2).
• Issue Communications Matrix Notifications (CMN) for High and Critical incidents.
• Open, update, assign, and manage trouble tickets through resolution.

• Monitor server, network, and system monitoring tools and respond to alerts and alarms.
• Track system performance metrics (CPU, memory, I/O) to ensure SLA compliance and prevent over utilization.
• Execute production programs and jobs on mainframe systems using operator consoles.
• Manage production workloads using automated scheduling systems to ensure timely job completion.
• Monitor and ensure proper operation of data center and facility infrastructure, including generators, UPS systems, PDUs, HVAC, and building water supply.
• Grant and manage physical access to hosting centers, both locally and remotely.
• Enforce physical security policies across the State’s two hosting centers.

• Monitor security systems and conditions to ensure operational integrity.
• Identify, document, and report security incidents or irregularities to appropriate teams.
• Produce detailed documentation outlining issue detection, impact, and resolution steps.

• Maintain thorough incident and operations documentation, including root cause, impact, and resolution details.
• Prepare and distribute system operations and status reports.
• Review and respond promptly to operational communications (email, alerts, notifications).
• Use operational communication tools effectively, including ticketing systems, status boards, broadcast messaging, and reports.
• Support incident response through inbound and outbound phone communication as needed.
• Review the Change Management Forward Schedule of Change and update Requests for Change (RFCs) when requested.

Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.