Start of main content Technical Helpdesk & Digital Remote Support Professional II
Purpose:
Responsible for the database control and/or end user support of IT systems and their users. Provides support and technical services aimed at managing databases and/or systems as well database utilities. Provides advanced desk top support for the technical infrastructure of the company. Resolves Tier 2 level systems failures. Ensures close customer liaison both internally and externally with managed vendors. Provides Tier 2 level technical or database problem resolution to customers/end users in a technical help desk function. Escalates complex technical/database problems to field staff and technical specialists as appropriate.
Scope:
General:
Senior level job with extensive work experience
Has developed expertise in a variety of work processes through job-related training
Generates new and innovative solutions to complex problems, and proposes improvements to processes
Analyzes complex technical problems and delivers solutions where precedent may not exist
Works autonomously within established procedures and practices
May provide immediate direction to a unit or group of employees, assigning tasks, checking work at frequent intervals and maintaining schedules
A portion of time is normally spent performing individual tasks relation to the unit or sub-unit
Will have specialized external certification (technical roles)
Primary Responsibilities:
Computer Operations:
Sets up, coordinates and monitors the operation of electronic computer equipment, such as printers, tape and disk drives
Selects and loads input and output, observes operation of equipment, control panels, error lights, verification printouts, error messages and faulty output
Researches error messages and may manipulate console to properly sequence job steps after a job is interrupted
Ensures all necessary data files are accounted for and available in order to initiate each processing task
Monitors database systems in accordance with a schedule of operations
Identifies hardware and software malfunctions and takes appropriate corrective action as necessary to resolve operating problems
Maintains scheduled reports of operations activities including trouble reports, logs, etc.
Maintains inventory of expendable supplies and may restock paper, printer ribbons, etc.
Production Control:
Determines computing resource requirements, such as computer time, memory, and priority considerations
Schedules and monitors ad hoc and production jobs
Ensures jobs and activities are completed accurately and on-time
Analyzes internal user procedures, process workflow, and deadlines
Verifies record count (input and output) for accuracy, microfiche requirements, etc.
Evaluates processing workload and schedules jobs using job-scheduling software
Troubleshoots processing problems and resubmits jobs as necessary and/or escalates the problem
Ensures availability of hardware and associated equipment
Performs various operations and library functions, such as back-up and error recovery, data/document control and report output distribution
Maintains associated production reports and logs
Ensures that appropriate billing records are generated for each job
Systems Technician:
PC user support, new hire systems setups, and desktop/laptop software evaluations and upgrades
Provides quick response and maximum uptime for all users and performs end user training when necessary
Installs and repairs microcomputer hardware and peripheral components such as monitors, keyboards, printers and disk drives
Assists in determining suitable software to meet user requirements
Troubleshoots software and hardware failures and identifies network problems when they relate to personal computers
May require PC system experience in a LAN environment, strong understanding of Windows operating systems, experience with all Microsoft Office products as well as troubleshooting experience and understanding of e-mail
Provides technical on-site maintenance and support for new and existing systems
This job may include any aspect of field support, and is not limited to system hardware and software, PC’s, and IP networkiing
All other duties as assigned