The IT Technical Analyst II is responsible for addressing/resolving IT incidents/service request and/or escalate to the appropriate upper Tier IT teams when necessary; promptly enter / prioritize/track/ monitor/ update and follow-up/ close all tickets received. Develops processes and procedures for on-going continued improvement of our service offering to IT partners. Patch, trend, and evaluate system operations and improvements. Provide engineering support and participate on project teams as necessary.
Desired Skills:
- Experience with remote user device support generally pertaining to break/fix, configuration issues, troubleshooting, software installations, and escalations for hardware repair.
- Knowledge of computer hardware systems, such as business software, network connectivity, MS Office, Active Directory, Windows, Linux, Citrix, VPN, Tablets, printers, remote and wireless connectivity
- Familiarity with SCCM (System Center Configuration Manager) and its use to deploy packages to corporate workstations.
- Thorough understanding of essential network services such as DNS, SMTP, NTP, IMAP, and SNMP.
MINIMUM REQUIREMENTS:
BS Degree in Computer Science, Business, or related degree, or any combination of relevant work experience and completed years of relevant college coursework. An additional 2 years progressively responsible experience demonstrating knowledge of data network infrastructure, networking, application integration, integration services and maintenance/support in a focused technical area (see below). Experience in leading small to medium size projects or participation in larger and more complex Information Services projects for multi-platform LAN/WAN distributed and/or mainframe systems. Strong analytical, problem solving skills and troubleshooting experience, good customer service and communications skills, process design, and technical skills in emerging technologies. Ability to work effectively across I/S and organizational business units. Good working knowledge of business processes and the effective application of technology in the large enterprise work environment. Corporate systems run in production "7x24" (7 days, 24 hours/day); therefore, on-call and off-shift duty for 7x24 support is required. Fitness for duty may be required during on-call assignment. Some emergency overtime and out-of-town travel may be required. Some assignments may require the ability to lift a minimum of 40 pounds.
Technical Areas:
Operating Systems - Windows 7, Windows 10, Windows Server 2008R2, 2012R2, Red Hat Linux
Real Time Control Systems - SCADA, Protective Relaying
Network Communications - TCP/IP, SNA, VTAM, Telecommunications Protocols, RTU Protocols
Database - SQL Server, Sybase, Oracle, ACCESS
Networking Equipment - SNA, CSU/DSU, Router, Switch, Gateway, Intel/SUN Servers, RTU
Scripting Languages - Visual Basic, C++, Perl, PowerShell
MAJOR ACCOUNTABILITIES:
- Perform system analysis, design, development and administration of APS systems. Balance client requirements and preferred technical architecture to provide effective information systems solutions to ensure work is technically sound and in compliance with established standards, codes and regulations and meets business needs.
- Patch, trend and evaluate system operations and improvements. Anticipate and proactively resolve operational and performance related issues.
- Recommend creative and innovative solutions to technical problems of moderate complexity and scope.
- Perform system performance analytics. Track and report on services levels for APS systems.
- Research and resolve more complex operations and break/fix issues.
- May participate in the development of effective business cases using sound cost/benefit analysis. For small to mid-size projects, may coordinate all phases of project planning and execution, including estimating resources and tasks, creating, managing and controlling project schedules and resources.
- Provide engineering support.
- Identify and plan for training needed to support current business and technical environment. Actively seek to improve own skills and knowledge to apply to current and emerging business and technical environment.
Job ID 20170108
APS
400 North 5th Street
Phoenix
Arizona United States
www.aps.com
