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- Troubleshooting and resolving remote hardware, software, and network issues
- Identification and triage of indents and requests
- Documenting and engaging on all tickets in Cherwell to maintain a historical record of activity
- Monitoring Production Batch (Mainframe and Distributive)
- 1-2 years’ experience with Control-M or other scheduling packages. Able to understand job dependencies, predecessors, successors and assess impact of modifications to Control-M schedules.
- Working with teams in an MSP and/or high-volume internal IT support environment.
- Interpreting system and event messages and alerts via monitoring tools, software applications and generated email findings, developing new processes and procedures to enhance operations.
- Following Duquesne Light’s technology delivery practices, policies, and standards
- Complying with business and disaster recovery runbooks
- Creating and maintaining accurate documentation/procedures
- Communicating status updates with key stakeholders during major incidents
- Strong communication, organization, and planning skills
- Ability to learn and share knowledge with other team members
- Ensuring compliance with regulatory standards.
- Analyzing and providing resolution to complex and dynamic enterprise technology issues
- Working together with vendors to aid repairs of hardware
- Identifying incident trends; recommend and implement improvements to reduce incidents
- Ability to learn and pick up concepts quickly
- Detailed oriented, aware of secondary effects resulting from changes
- Experience working both independently and as part of a project group
- Must possess a positive and professional attitude
- Experience working in an IT environment with emphasis in Service Desk and Operations Management
- ITIL certified a plus
- A+ certification (or vendor-specific equivalent)
- Experience working with virtual / remote staff members
- Problem-solver and resourceful; know how to find answers
- Thorough understanding of ITIL Processes, experience working with Cherwell
- Experience supporting aspects of a Windows server infrastructure, VMware, Azure, or other cloud environments
- Understanding of Network Monitoring Applications (OP5/Nagios)
- Familiarity with Cherwell and Control-M
- Active Directory, Unlocking Accounts, Resetting Passwords
- Competence in MS Office required, including MSExcel, MSAccess, MSWord
- ID: #49561551
- State: Pennsylvania Pittsburgh 15201 Pittsburgh USA
- City: Pittsburgh
- Salary: $20 - $30
- Job type: Permanent
- Showed: 2023-03-27
- Deadline: 2023-05-23
- Category: Et cetera