Execute IT infrastructure and application support tasks according to documented procedures (40%)
Responsible for executing IT operations processes to detect, escalate, and resolve incidents or potential incidents. Responsible for providing troubleshooting or tier 1 resolution services. (20%)
Provide incident leadership and assist with engaging and directing service delivery staff to restore service as rapidly as possible. (20%)
Responsible for managing and maintaining Standard Operating Procedures manuals (20%)

Requirements

B.S. or B.A. in Computer Science preferred, 1+ years of experience in an IT-related field required
ITIL v3 or v4 Foundations Certification preferred.
Demonstrate knowledge with IT Service Management tools (HP Service Manager, Service Now, Cherwell, etc.)
Demonstrate knowledge executing documented troubleshooting processes.
Demonstrate knowledge with IT Event Management tools (CA Spectrum / Unicenter, HP OM, SolarWinds, etc.) to identify and triage events for action a plus.
Demonstrate knowledge with one or more of the following technologies: Windows Server 2010+, Mainframe (zOS, JCL, etc.), Control-M job scheduling, Storage or Backup systems (IBM, EMC, etc.)
Demonstrate proficiency with Microsoft Office products (Excel, Word, PowerPoint, etc.)
Ability to work shifts including nights and/or weekends.
Exhibit strong verbal and written communication skills.
Ability to work in a collaborative, dynamic team environment and interact at all levels.
Ability to meet deadlines in a fast-paced environment. Exhibit excellent time management and project planning / strategizing skills.

Benefits

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT infrastructure supportapplication supporttroubleshootingIT Service ManagementWindows ServerMainframeControl-M job schedulingStorage systemsBackup systemsMicrosoft Office

Soft Skills

incident leadershipcommunicationcollaborationtime managementproject planningstrategizingability to meet deadlinesdynamic team environment

Certifications

B.S. in Computer ScienceITIL v3 Foundations CertificationITIL v4 Foundations Certification