Computer Help Desk Operator

In general, the position is responsible for providing computer operations services necessary to support batch production schedules of the ALECS and Service Desk functions of the TIERS applications, and for monitoring the environment and performance of the ALECS and TIERS production systems using the provided systems, processes, and tools. Work is performed in 24/7environment at the Albuquerque Data Center during the third shift and weekends. Third shift work week is Sunday through Thursday 12am- 8am.



Day to Day Work Responsibilities:

• Monitor and run z/OS operating systems using the z/OS master console. This includes monitoring online systems, CICS and TSO, running batch systems including restart/rerun procedures, performing scheduled work, and reporting and logging all batch production failures.


• Provide first line support for network troubleshooting, monitoring, and reporting. Follow problem monitoring and escalation procedures.


• Perform daily system checks.


• Execute the ALECS batch schedules daily (may set or revise schedules as requested)


• Observes equipment and console control panels to detect operator messages, error indicators, faulty output, or machine stoppage.


• Restart jobs as directed.


• Document and communicate problems and issues that occur during the support hours in accordance with the defined procedures.


• Review, troubleshoot, and respond to events reflected in various management tools.


• Monitor the TIERS environment (i.e., up/down/alerts) and performance i.e., storage capacity and utilization)


• Escalate issues involving performance of the operating environment.


• Perform "touch labor " maintenance functions as requested / scheduled through Work Orders and/or Incident Tickets to perform changes and installations per documented specifications (i.e., cable changes, rack mount components, verify operational, and escort 3 party hardware technicians)


• Coordinate efforts with other work centers and personnel to resolve incidents or events related to systems and supporting infrastructure.


• Supports additional customer systems and environments as required.


• Perform help desk/call center tasks.


• May perform clerical work incidental to operations such as labeling tape containers, maintaining production records, replenishing stock items, and distributing output materials.

• High school diploma/equivalent and minimum 2 years' experience


• Must have experience with a batch job scheduling package.


• Experience working in a mission critical, 24/7 environment.


• Experience working with a network monitoring tool.


• Understanding of principles, practices, and administration of technical data center related issues


• Experience using a problem ticketing system.


• Commitment to customer service excellence and teamwork


• Self-motivated, willing to jump in and take initiative when problems or issues arise without being prompted.


• Excellent communication and listening skills.

• Experience with the following monitoring/ticketing tools:


• Telecommunication Virtual Contact Center (VCC)


• Remedy OnDemand (RoD)


• ServiceNow (SNOW)


• Aptare, Nagios, and Wily monitoring tools


• Experience with IBM mainframe - z/OS


• CA-7, CA-11, CA-1.


• Telecommunication Virtual Contact Center (VCC)