UNIVERSITY of LOUISVILLE
Professional / Administrative Job Specification (3/99)
JOB TITLE: Operations Center Specialist II
CLASS CODE: 336625 GRADE: 25
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.
DUTIES & RESPONSIBILTIES
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.
Operations Center Specialist II/336625
KNOWLEDGE, TRAINING & SKILLS
Bachelor's degree in a related field. Novell CNE/CNA Certification and Microsoft Word or Application Certification.
Four years of related experience. An equivalent combination of education, training and/or experience may be substituted for the requirements noted.
Operations Center Supervisor
Operations Center Specialist I
The intent of this document is to provide a representative summary of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the specific duties and responsibilities of any particular position. Employees may be requested to perform job-related tasks other than those specifically presented.