Job Description

Manages the functionality and efficiency of a group of computers running on one or more operating systems.

  • Understand all the different systems that are monitored in the help desk and the Tier level responsibilities for the systems.
  • Provide IT Service Management functions and first level troubleshooting to all customers.
  • Use procedures to perform identification, troubleshooting, and diagnosis of failures and restore system capability to operations.
  • Analyze, diagnose, and isolate failures to hardware.
  • Directly replace or coordinate replacement of hardware failures.
  • Collect data for proper escalation and resolution by Tier 2/3.
  • Perform network management services to include: monitoring network device health and status, monitoring network performance and utilization optimization.
  • Perform OS monitoring, Commercial of the Shelf (COTS) software monitoring, custom software monitoring, resource memory allocation, etc.
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