Technical Helpdesk

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
- 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