Field Technician

Position: Field Technician role
Shift:
11pm-7am (Sunday-Thursday)- must be flexible to cover other shifts as needed/requested

Must Haves...

Education: College degree preferred

Experience:

• 3-5 years IT Service Delivery & Incident Management experience
• Strong service delivery experience including but not limited to handling incidents, change control, problem management, and continual service improvement
• Strong operational experience using IT infrastructure operations frameworks such as ITIL or COBIT

Preferred Qualifications:

• Comprehensive understanding of networking and enterprise monitoring applications (Solarwinds, OP5)
• Ability to assist technical solutions and services across all environments and architectures including but not limited to cloud, on-prem, physical and virtual
• Experience updating internal processes and procedures and maintaining a knowledge-based document library
• Ability to work well in a team-oriented, collaborative environment
• Excellent written and verbal communication skills suitable for both business and IT audiences
• Experience with Batch Monitoring Applications like Control-M

Overall

Purpose:



IT Operations Support Analysts perform various functions such as following and developing operational processes and procedures, ensuring that all IT services and infrastructure meet operational goals, ability to plan, be alert, and resolve unexpected problems quickly and efficiently and to provide 24x7 helpdesk desk support. Perform standard IT Incident, Problem and Change Management protocols. The position requires working in team and individual environments.

This is a midnight and/or weekend shift.

Job Responsibilities:

• 5-7 years' experience in Service Desk and/or Operations hands-on practice.
• Troubleshooting and resolving remote hardware, software, and network issues.
• Identification and triage of indents and requests.
• Documenting and engaging on all tickets in Cherwell to maintain a historical record of activity.
• Monitoring Production Batch (Mainframe and Distributive).
• 1-2 years' experience with Control-M or other scheduling packages. Able to understand job dependencies, predecessors, successors and assess impact of modifications to Control-M schedules.
• Working with teams in an MSP and/or high-volume internal IT support environment.
• Interpreting system and event messages and alerts via monitoring tools, software applications and generated email findings, developing new processes and procedures to enhance operations.
• Following Duquesne Light's technology delivery practices, policies, and standards.
• Complying with business and disaster recovery runbooks.
• Creating and maintaining accurate documentation/procedures.
• Communicating status updates with key stakeholders during major incidents.
• Strong communication, organization, and planning skills.
• Ability to learn and share knowledge with other team members.
• Ensuring compliance with regulatory standards.
• Analyzing and providing resolution to complex and dynamic enterprise technology issues.
• Working together with vendors to aid repairs of hardware.
• Identifying incident trends; recommend and implement improvements to reduce incidents.
• Ability to learn and pick up concepts quickly.
• Detailed-oriented, aware of secondary effects resulting from changes.
• Experience working both independently and as part of a project group.
• Must possess a positive and professional attitude.

Preferred Qualifications:

• Experience working in an IT environment with emphasis in Service Desk and/or Operations Management
• ITIL certified a plus
• A+ certification (or vendor-specific equivalent)
• Experience working with virtual / remote staff members
• Problem-solver and resourceful; know how to find answers
• Thorough understanding of ITIL Processes, experience working with Cherwell
• Experience supporting aspects of a Windows server infrastructure, VMware, Azure, or other cloud environments
• Understanding of Network Monitoring Applications (OP5/Nagios/Solar Winds)
• Familiarity with Cherwell and Control-M
• Active Directory, Unlocking Accounts, Resetting Passwords
• Competence in MS Office required, including MSExcel, MSAccess, MSWord

Supervisory:

• This position does not have direct employee reports.