at Illinois Department of Innovation & Technology in Springfield, Illinois, United States
Job Description
Essential Functions30% Under immediate supervision, serves as a Customer Support Specialist for the Department of Innovation & Technology (DoIT):
- Completes professional assignments of limited scope in the Enterprise Production Operation Services (EPOS)/Input Services (IS) Section.
- Assists in performing basic services requests in accordance with established operational standards and guidelines.
- Takes initial customer request via telephone or email.
- Collects detailed information to fully understand and document the request.
- Creates detailed service requests and enters requests in reporting system software.
- Completes and resolves requests within scope and knowledge of available procedures.
- Engages appropriate DoIT resources in the resolution of requests/incidents and refers questions or problems not defined by standard practice and established procedure to higher level staff.
- Provides status updates to customers and DoIT management through phone, email and assigned documentation.
- Utilizes AIX, DB, VCM, UNIX, ServiceNow ticketing system, Active Directory, MS Office Suite, remote desktop management, desktop emulations and standard desktop operating systems in performance of duties.
25% Assists higher level staff in performing multi-platform monitoring of nightly production cycles for assigned agency systems:
- Monitors, executes, and troubleshoots multi-agency system programs and processing between various platforms and escalates to on-call personnel when appropriate.
- Refers the more complex questions or problems to higher level staff when necessary.
- Cross trains to additional multi-platform processing schedules.
- Assists in analyzing and performing network communication functions using software that troubleshoots questionable network performance for assigned state agencies.
- Tracks database calendar requirements and makes schedule adjustments accordingly.
20% Assists with isolating user problems using diagnostic tools:
- Gathers documentation of information for root cause analysis.
- Coordinates support from other internal sources to ensure prompt resolution of issues due to failures and unsatisfactory service related to installations, maintenance and/or repairs.
- Monitors IT systems and applications and notifies appropriate personnel of alarms and emergency situations.
- Escalates issues and provides notification and updates to customers, agency contacts and DoIT management in accordance to the internal escalation procedures.
10% Assists in performing routine end of the day transaction of batch programs between mainframe and midrange systems:
- Maintains documentation on requests and incidents using appropriate reporting tools according to the procedures and standards established.
- Assists with monitoring and reviewing requests to ensure properly categorized within the reporting system for accurate routing and reporting/analysis and recording all. activities and customer communications within the work log to ensure a detailed history
- Works outside of normal hours to meet deadlines.
5% Participates in the development of methods and procedures and training programs to improve skill levels associated with the products, services, and processes:
- Assists in compiling a variety of reports and documentation using advanced software and providing detailed input to department management.
5% Keeps abreast of new developments in the Information Technology (IT) field:
- Continues education by attending meetings, training sessions, seminars and conferences to increase familiarity with and maintain current on IT products, vendors, techniques and procedures.
- Attends demonstrations and exhibitions related to assigned operations.
- Travels when held off-site.
5% Performs other duties as required or assigned which are reasonably within the scope of duties enumerated above.
