Service Desk (Ref: 744)

Company Name:
Professional Technology Integration Inc
Position: Service Desk (Ref: 744)
Location: Augusta,ME,04330,United States
Duration: 11 Months 27 Days - Contract
Openings: 1
Pay Rate: $19.59/hr
Required Schedule: 2nd Shift, 2:30-11:00p (Could do 3-11pm if preferred)
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.
Run batch printing jobs and manage printer. Stock printer with paper and call support when needed. Use internet based software tracking system for trouble tickets.
Prepare boxes with banner pages taped to the box top. Use of Microsoft software to send email and word documents. Marks reports according to the alphabetized Daily Report. Delivers printed reports and distributes into mailboxes.
Monitors network and applications for completion and errors. Reports errors according to SOPs.
Acts as an extension to the Service Desk taking after hours calls to assist with troubles.
Enters all calls into a log book and into an internet based tracking system for trouble tickets.
Discriminates between critical and non-critical jobs, and makes contact with programmers as necessary.
Browse pending, ongoing, and completed RFCs, in order 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 log book. 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 / Desired Skills
Previous Helpdesk experience (Required 2 Years)
Ability to follow written and oral instructions (Required 2 Years)
Ability to lift 35 lbs. (Required 2 Years)
Windows 7 (Required 2 Years)
Windows 8 (Highly Desired 2 Years)
PC/Laptop Support (Required 2 Years)
Mainframe (application) (Required 2 Years)
Experience with batch printing jobs and manage printer (Highly Desired 2 Years)

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