Helpdesk Support - Novalink Solutions LLC

Top 3 Skills:

Desktop Support

Helpdesk Support

Customer Service

Job Description:

50%: Customer service skills to include phone support and ticket support.

40%: Work with monitoring tools. Knowledge of at least one mainframe computer system including related components, their configuration and function

10%: Analyze operations and arrange components into logical sequences.

Ability to remote into systems to assist in call resolution.

Monitors state network and state applications for completion and errors.  Reports errors according to SOP’s.

Acts as an extension to the Service Desk taking after hour’s calls to assist with troubles.

Enters all calls into an internet-based tracking system, Assyst.

Discriminates between critical and non-critical jobs and contacts programmers as necessary. 

Browse pending, ongoing, and completed RFC’s, to keep a general knowledge of changes occurring, or that have been completed.  

Reports hardware problems on the IBM system.  Usually I/O errors on tape drives, which must be documented into an internet-based tracking system and paper logbook.  Document any other hardware problems in a similar manner. 

Mounts input tapes on the IBM system. Also, removes used output tapes from the loaders and file in the racks. 

Checks condition codes on certain IBM jobs to be sure they have run correctly.  Reports failures to IBM System Analyst. 

REQUIRED

Ability to follow written and oral instructions

Ability to lift 35 lbs.

Operating Systems

Windows 10, Intermediate

Microsoft Office 365, Beginner

Hardware

PC/Laptop, Intermediate

PREFERRED

Operating System

Mainframe (application), Beginner