Desktop Support Specialist - Vantage Point Recruiting

Summary of Responsibilities:

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 Skills & Qualifications:

• 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 Skills:

• Operating System
• Mainframe (application), Beginner

Experience working in a similar role, preferred.

Work Location: Hybrid. Onsite in Augusta, Maine twice a month (every other Wednesday). Work schedule Sundays through Thursdays.