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UNIVERSITY of LOUISVILLE
Professional / Administrative Job Specification (04/02)

JOB TITLE:               Operations Center Specialist I

CLASS CODE:     001252                

JOB SUMMARY

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.

EXPERIENCE

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