IT Support Specialist
3 days ago
The IT Support Technician position is responsible for ensuring the seamless operation of systems during the evening hours. This role involves monitoring and maintaining the performance of the university's network and systems, troubleshooting issues, and supporting various network-related functions.
Key Responsibilities- Incident Management: Respond to and manage incidents, alerts, and outages, ensuring timely resolution and minimal impact on operations.
- Troubleshooting and Problem Resolution: Collaborate with support personnel for effective problem resolution, aid in diagnosing and resolving issues quickly and promptly, and utilize various monitoring tools and techniques to proactively identify and address potential issues before they impact operations.
- Documentation and Reporting: Maintain accurate and detailed logs of all incidents, changes, and maintenance activities performed during the night shift, prepare and deliver shift turnover reports to the incoming shift lead and management, and update and maintain SOPs and knowledge base documentation related to NOC operations.
- Collaboration and Communication: Communicate effectively with other NOC teams, IT units, and external stakeholders to coordinate resolution efforts and ensure seamless operations, participate in cross-functional meetings to discuss ongoing issues, planned maintenance, and improvement initiatives, and liaise with daytime NOC teams to ensure a smooth transition and continuity of operations.
- Other: Maintain a clean and organized data center environment, support Disaster Recovery and Server Restoration procedures, follow and enforce all IT security policies as required for ISO certification, and perform other duties as assigned.
- High School Diploma/GED and two years of relevant experience
- Two years of monitoring experience
- Two years of customer service experience
- Excellent communication skills as evidenced in application materials
- Associate's degree
- ITIL Foundation Certificate
- Security+ or other related security certifications
- Knowledge of: Database Management, Principles of Networking, Computer Environmental Control Systems, Monitoring Software Scripting, and programming skills
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