IT Operations Support Technician
Job ID: 56050
Position Number: 00083365
IT Operations Supp Tech
Department: Northwest Regional Data Center – State Data Center
Location: Tallahassee, FL
Closing Date: 09/27/23
Duration of Posting: 14 days
The incumbent in this position is responsible for maintaining a working knowledge of the individual platforms, peripheral devices and facility infrastructure that support the State Data Center. Incumbent will perform basic commands and monitor platforms and facility under limited supervision. The incumbent will perform within the rules, guidelines, and directions prescribed by the supervisor. This position involves frequent decision making skills. Individual will be responsible for identifying problems and taking appropriate action in order to ensure timely and error free service to the businesses being supported by the State Data Center. Individual must be available to work overtime and holidays as scheduled.
Operations: Establish or maintain a working knowledge of State Data Center policies and procedures to include production control run schedules. Monitoring building security, computer room access. Maintain a working knowledge of mainframe platforms and hardware configurations. Maintain a working knowledge of facility and infrastructure. Maintain a working knowledge of Enterprise Network Monitoring Tools. Monitor all platforms for outstanding system messages, report issues and escalate as needed. Monitor the status of customer owned equipment and access to that equipment. Maintain Data Center logs and forms. Maintain a working knowledge of the ITSM Incident & Service Request processing tool in use. Create incident and service tickets, report issues and escalate as needed. Act as a liaison between applications, technical support, scheduling, and network staff to facilitate problem resolution during all abnormal circumstances.
Facility Training: All personnel must attend/complete facility training as follows: Weekly load test (Switchgear) training a minimum of once a quarter if you are proficient with the systems or once a month for all new employees. Chiller (Chilled Water System) training once a quarter if employee is proficient with the system or once a month for new employee. All personnel must be able to react to an emergency on either of these systems within the specified time frames below: Switchgear issues within 5-minute time frame. Chilled water system within 10-minute time frame. All personnel must be able to communicate all issues clearly and concisely to facility staff in order to avert a facility shutdown.
Service Desk: Act as Service Desk representative after hours and on weekends. Perform daily routines and related work as required. Perform other related duties as required.
This position involves frequent decision-making skills. Individual will be responsible for identifying problems and taking appropriate action in order to ensure timely and error free service to the businesses being supported by the State Data Center. Individual must be available to work overtime, and holidays as scheduled.
Participates in approved professional development opportunities per NWRDC's policy. Professional development and training is defined as learning undertaken by the employee to maintain and advance their skills, knowledge, and competencies, specifically as they relate and add value to the job and workplace.
NWRDC provides support for a wide range of state and local government, as well as K-20 organizations across the State of Florida. These organizations are dependent on NWRDC in order to accomplish their missions. This requires NWRDC to maintain services 24x7, even during times of crisis or emergency. As such, all NWRDC staff are considered essential staff for operations of the State of Florida.
High school diploma or equivalency and three years experience or a combination of post high school education and experience equal to three years.
Ability to communicate effectively verbally and in writing.
Ability to establish and maintain effective working relationships.
Ability to utilize problem solving skills.
Ability to utilize technical skills.
Knowledge of and ability to interpret and apply related federal, state, and local laws, ordinances, rules and regulations.
Knowledge of and the ability to interpret and apply related University policies, procedures, principles, and practices.
Knowledge of applicable computer applications and basic computer functions.
Knowledge of office practices, procedures, and etiquette.
Ability to understand and interpret terminology related to area of work.
Ability to read and interpret technical manuals, equipment diagrams, and specifications.
Knowledge of information processing and transmission equipment.
Three years data center/operations support.
Helpful Information (optional)
Who is an ideal candidate for this position?
Individual should be a self-starter, willing to work Saturday and Sunday 6:00 PM – 6:30 AM and Tuesday and Wednesday 3:00 PM - Midnight. Willing to work holidays and emergencies (off-shifts) when necessary, (These may occur at anytime you are not scheduled to work). Individual should have at least 3 years minimum data center/operations experience. Report to duty during a natural disaster such as a hurricane, flood, or other emergency.
What is a typical day in this position?
Individual will be monitoring all aspects of the data center and may sit alone for long periods of time but must stay alert. This position requires a certain level of activity such as bending, walking, lifting, and climbing stairs.
What can I expect in the first 60-90 days?
Individual will be provided a 16-week training program.
One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research, encourages creativity, and embraces diversity. At FSU, there’s the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow’s news!
Learn more about our university and campuses: https://hr.fsu.edu/working-fsu/prospective-employees
Equal Employment Opportunity
An Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer. FSU's Equal Opportunity Statement can be viewed at: http://www.hr.fsu.edu/PDF/Publications/diversity/EEO_Statement.pdf
Background Check Requirements
This position requires the successful completion of a criminal history background check. The background check will be conducted as authorized and in accordance with University Policy 4-OP-C-7-B11. As required by U.S. Justice Department, CJIS level Background Checks shall be conducted for positions with access to Criminal Justice Information.
How to Apply
If qualified and interested in a specific vacancy as advertised, apply to Florida State University at https://jobs.fsu.edu.
Applicants are required to complete the online application with all applicable information. Applications must include work history and all education details (if applicable) even if attaching a resume.