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Help Desk Technician

3 months ago

Phoenix, United States Acro Service Corp Full time

Position Description

1. Provides technical support by applying a broad understanding of systems products and services in all of the following areas: help desk, Internet, PC/desktop systems, web, and computer operations.

2. Supports department operations which include but is not limited to, Active Directory, MDC,VPN, Token, and Criminal Justice Information Systems networks by providing technical support and delivering reliable high-performance assistance, customer service, and technical services.

3. Resolves complex issues regarding operations, including installations, setups, error messages, online transactions, and system status or downtime procedures. Coordinates with other information technology units and/or users to determine requirements.

4. Coordinates calls as necessary for system, product, or hardware maintenance dispatches.

5. Provides accurate documentation of issues and activity by maintaining a trouble shooting tracking log within an enterprise trouble-ticketing system.


Skills Required:

Knowledge of:

1. the principles, capabilities, and operation of modern data processing systems.

2. commonly used commands for computer operating systems and software (e.g. MVS, JES2, Omegamon, Netview, VPS, TSO, VTAM, and CICS.).

3. computer helpdesk operating procedures.

4. problem escalation procedures. Skill in: 1. line monitor diagnostic commands, using and troubleshooting personal computers, consoles, and related network equipment to resolve customer problems. 2. entering exact data for console commands. 3. performing system recovery in the event of a system failure as per procedure. 4. providing telecommunications support.


Experience Required

Requires one (1) year of experience in the operation of computer mainframes in a large(1,000+ employee) organization and/or one (1) year of experience with at least onemainframe command such as: batchwork, TCPIP, Omegamon, or CICS.

Experience Preferred


Education Required

Requires one (1) year of experience in the operation of computer mainframes in a large(1,000+ employee) organization and/or one (1) year of experience with at least onemainframe command such as: batchwork, TCPIP, Omegamon, or CICS.