Basic Function

Under direction, provides assistance in monitoring various technology systems and initiating corrective action as required.

Example Of Duties

• Monitors and maintains network management, environmental, and safety systems

• Utilizes network management tools to resolve technical problems, elevates problems when unable to solve them independently, and contacts management staff with priority issues

• Monitors the phones and provides technical assistance to Metro users of network, telecommunications, security, and other information technology systems

• Ensures that all divisions and users are connected to network

• Resets systems, virtual desktops/machines, and digital signage

• Provides support for all users, including security access and password resets

• Creates and assigns HEAT trouble tickets for all issues, which may include servers, personal computers, and switches

• Communicates with field technicians regarding open HEAT tickets

• Operates backup system and verifies that all backups are completed

• Receives and sends out daily backup tapes to the tape storage facility

• Audits tape listings to ensure accuracy

• Completes daily log sheets and communicates pending issues to the next shift

• Assists in establishing and maintaining the integrity and security of the data center systems, equipment, and facilities

• Provides downloads and/or refreshes system data

• Interfaces with external entities

• Contributes to ensuring that the Equal Employment Opportunity (EEO) policies and programs of Metro are carried out
  

May be required to perform other related job duties

Requirements For Employment

A combination of education and/or experience that provides the required knowledge, skills, and abilities to perform the essential functions of the position. Additional experience, as outlined below, may be substituted for required education on a year-for-year basis. A typical combination includes:

Education

• 
  None Required

• Three years of relevant computer operations experience involving the operation of an a UNIX/AIX and a Microsoft Windows network environment

• None Required The physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of this job. Metro provides reasonable accommodation to enable individuals with disabilities to perform the essential functions.

• Typical office situation

• Close exposure to computer monitors and video screen

• Exposure to physical and verbal abuse by clients/customers and/or general public

• Sitting at a desk or table

• Operate a telephone or other telecommunications device and communicate through the medium

• Type and use a keyboard and mouse to perform necessary computer-based functions

• Standing

• Walking (distance 5' to 100')

• Light lifting or carrying 25 lbs. or less

Knowledge:

(defined as a learned body of information that is required for and applied in the performance of job tasks)

• Operating commands for UNIX / AIX and Microsoft Windows system environments

• Applicable business software applications

• Basic help desk procedures

• Client server computing

• Transmission Control Protocol/Internet Protocol (TCP/IP) network architecture

• Tape backup library procedures

• Tape Management System (TMS)

• Utilizing network utilities to resolve network problems

• Monitoring network applications and management systems and taking appropriate action as required

• Following help desk methods, practices, and procedures

• Analyzing situations and identifying problems to assign them to the correct group for resolution

• Interacting professionally with various levels of Metro employees and outside representatives

• Communicating effectively orally and in writing
  

Abilities:

(defined as a present competence to perform an observable behavior or produce an observable result)

• Utilize the help desk call tracking system (HEAT customer service model)

• Notify responsible party for any network or system problems

• Provide technical assistance to Metro users

• Enforce data center processes and security procedures

• Document all activity in shift log

• Participate in professional teamwork

• Adapt to a changing environment

• Efficiently manage time, complete tasks in a timely manner, and communicate status

• Understand and follow oral and written instructions and procedures

• Express technical information in a clear and simple manner

• Read, write, speak, and understand English

  Selection Procedure

  Applicants who best meet job-related qualifications will be invited to participate in the examination process that may consist of any combination of written, performance, or oral appraisal to further evaluate job-related experience, knowledge, skills and abilities.