Professional / Administrative Job Specification

JOB TITLE: Operations Center Specialist II

JOB CODE: 001253



Specialist I position in Information Technology's Operations Center performing high level HelpDesk technical support of a multi-platform-computing environment. Duties include daily operation of Enterprise, departmental and desktop computing systems. Managing related control processes of Operating systems and Applications. Participates in Staff training and also aids in the development of operational automation tools. Monitors Local Area and Enterprise Network infrastructure and responds as required to maximize and maintain system availability. Oversee daily printing and tape handling requirements.



Perform duties as a Help Desk Technician assisting University Faculty, Staff and Students with desktop system support and application support. Perform high level support for and demonstrate above average technical understanding of:

OS/390 Controls and processes Remote Dial Up (UofL.net) installation and processes

Unix Operating Systems and controls HEAT (trouble ticketing) Applications and processes

Desktop Applications and processes Windows 3.1 & 95/98, NT, Macintosh Operating Systems

GroupWise Application and processes Novel Local Area Network Systems and controls

PeopleSoft Applications and processes Corel Office Applications

Network Monitoring Systems and controls

Manage and direct service request and repair orders. Follow-up with customers to insure satisfactory service and repairs. Maintain and update online knowledge base tools for use by Faculty, Staff and Students.

Perform as Operations Center team member operating Enterprise, departmental and Desktop computing systems. Support the monitoring of network infrastructure reporting network outages. Manage and maintain application system schedulers for OS/390 (MSV) and UNIX systems. Maintain system availability statistics. Perform daily printing and tape management duties.

Perform as University Telephone Operator answering and directing incoming University calls. Provide support managing and maintaining the telephone directory database and related applications. Suggest process improvements and assist with the implementation of automation tools and systems.

Demonstrate technical competency in all areas of the Operations Center.



Bachelor's degree in a related field.



Four years of related experience. An equivalent combination of education, training and/or experience may be substituted for the requirements noted.