UNIVERSITY of LOUISVILLE
Professional / Administrative Job Specification (04/02)
JOB TITLE: Operations Center Specialist I
CLASS CODE: 001252
Specialist I position in Information Technology's Operations Center performing second level HelpDesk technical support of a multi-platform-computing environment.
DUTIES & RESPONSIBILITIES
Perform duties as a Help Desk Technician assisting University Faculty, Staff and Students with desktop system support and application support. Perform second level support for and demonstrate a general technical understanding of:
OS/390 Controls and processes Remote Dial Up (UofL.net) installation and processes Unix Operating Systems & 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 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. Aid in the management and maintenance of 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.
KNOWLEDGE, TRAINING & SKILLS
Associate degree in a related field.
Two years of related experience. An equivalent combination of education, training, and/or experience may be substituted for the requirements noted.