Technical Support Agent

Job ID: 2301800

• Assists in the setup, operation and monitoring of the control console of a mainframe or minicomputer for the processing of data and preparation of business/scientific reports, studies, and analysis under direct supervision of engineer or senior operator.
• Follows established procedures performs the more routine and standard operations such as loading input and output materials including tapes, cards, discs, forms, etc.
• Starts and monitors standard runs where documentation is readily available; observes control panels for malfunctions, errors or operator messages and responds accordingly
• Refers complex problems to more experienced operators or others
• Performs routine and repetitive tasks associated with data center production control activities
• Changes or adds PCs in racks and connecting cables
• Monitors and documents notifications and alarms detected in systems and following procedures to correct or escalate for action
• Interfaces with customers or with suppliers via phone and/or email to request or deliver status information on data status or on equipment status according to procedures
• Supports operation of outdoor equipment used by data center (e.g., communication satellite equipment)
• Refers customer or potential customer inquiries to designated personnel in timely manner according to procedures

• AA Degree in related discipline or high school diploma and two years' related experience with certificate
• Requires basic knowledge of data processing fundamentals and equipment operation as normally acquired from completion of basic equipment training course/program
• Ability to work under limited supervision
• Ability to work shift work
• Knowledge of PC use, data entry, and executing written procedures or directions on computers interfaces, and connecting cables to IT devices
• Understanding of computers, problem ticketing, written procedures, and problem escalation
• Experience in delivering high caliber soft skills including interpersonal skills (e.g. courtesy, patience, and professionalism), customer service, and initiative
• Must be US citizen. Ability to obtain a DoD Secret clearance required, active Secret clearance preferred
• Active IAT Level II certification preferred ( candidates without active certification may still be considered but must obtain certification within 90 days of hire date)