Help Desk Consultant

OVERVIEW

Monitors server and network system monitoring tools and respond appropriately to

alarms. Monitor the environmental equipment (Generators, UPS, PDU, Air Conditioning

and building water supply) to ensure their proper operation. Complete documentation of

Michigan.gov/MiProcurement how the problem/issue was uncovered, who it affected, and the steps taken up to and including the final solution. Monitor the security equipment and situations to ensure their proper operations and report all issues/irregularities to the proper organizations/persons. Track and monitor security concerns. Complete documentation of how the issue/irregularity was uncovered, who it affected, and the steps taken up to and including the final solution. Monitors system resources (e.g. processors, memory and input/output) to ensure that Service Level Agreement performance criteria are met and that system resources are not being over-utilized by one customer. Opens trouble tickets and assign to the appropriate support group.

Grants physical access to hosting centers both locally and remotely. Administers

established security policy for physical access to the (2) Hosting Centers.

Execute programs and jobs on the mainframe computers utilizing an operator display

terminal. Controls production utilizing Automated Scheduling Systems to ensure that

jobs are completed in the time required by the customers.

Responsible for tape library functions including pulling and hanging tapes for

production, test batch processing, managing off-site storage and logging user input

tapes as needed.

Prepares and submits status reports detailing system operations. Reads, comprehends,

and complies with email messages in timely basis. Use communications tools

appropriately to receive and disburse information. Answer and make phone calls as

necessary. Communicates statuses using tools such as trouble tickets, status boards,

broadcast messages and status reports. Reviews the Change Management Forward

Schedule of Change and updates Requests for Changes (RFCs) as needed, when

requested by the change builders.

Facilitates quarterly business review and Continual Service Improvement.

Dedicated Single Point of Contact (SPoC).

Responsible for onboarding/offboarding and backfilling current positions. This would

include interview screening, managing the hiring/firing and any other issues with the

team. Will work with DTMB to resolve any issues, identify, and mitigate risks, in addition

to providing status updates to ensure the success of the team.

Shall provide day-to-day coordination of project tasks. Oversee the Service

Management Center (SMC) incident management process. Maintains version control

and provides administrative support for project management information systems.

Skills Required

• ITIL competency

• ITSM Background

• Should have prior experience of large project administration.

• Ability to communicate at all levels of an organization and third parties.

• Experience with similar roles and organizations.

• Should be task focused.