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IT SUPPORT SPECIALIST
3 months ago
** IT SUPPORT SPECIALIST - 2nd SHIFT**
**Job Category****:** Information Technology **Requisition Number****:** ITSUP005360 Showing 1 location **Job Details**
**Description**
The Technology Specialist serves as a team member supporting the Technology Operations Center (TOC). The TOC is an internal IT department chartered to monitor, troubleshoot, and maintain technology systems across the First Horizon Bank enterprise. This 24 X 7 environment will serve as the focal point for Data Center processing, related incident management, and reporting.
Under the general direction of a Technology Operations Supervisor, the Technology Operations Specialist will perform the essential job functions listed below:
Monitor, analyze, and respond to system issues following established procedures in support of mainframe, distributed, and network systems.
Provides accurate and complete description of the issue, inquiry, or service request in a call record or incident management ticket.
Routine follow-up on outstanding incident management tickets.
Ensures all assigned incidents are managed according to Service Level Agreements (SLAs).
Directs the response / resolution of system alarms and abends.
Follows prescribed incident management processes.
Participates in the design, development, and documentation of the knowledge base.
Collaborates with the Technical Assistance Center to facilitate proper incident management.
Assists with documentation on Data Center standards and procedures.
Assists in the coordination/support for Data Center upgrades and maintenance.
1-3 years related IT experience
1-2 years proven IT network, mainframe, or distributed systems technical experience
Excellent oral and written communication skills, as well as, attention to detail
Ability to manage high stress situations and be a highly motivated self-starter
Experience creating and implementing processes and procedures
Comfortable functioning in a hands-on environment
Technical ability /broad range of knowledge with some of the follow:
Network monitoring and reporting software
Mainframe and distributed systems hardware
Familiarity with operating systems including Unix, Windows, & z/OS
Batch scheduling and associated systems, as well as, Incident and ABEND resolution
Experience with any of the following considered a plus:
Mainframe and Distributed scheduling systems
Enterprise Monitoring systems
OneNote
HOURS:
**03:00PM-11:30PM rotating schedule /will include two weekends a month and of Federal holidays**
Overtime, weekend, and holiday hour availability required
**Qualifications**
**Skills**
**Behaviors**
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**Motivations**
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**Education**
**Experience**
**Licenses & Certifications**
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)