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Supports the stable operation of the Santee Cooper Infrastructure within the company's two production data centers, disaster recovery data center and approximately 65 remote locations, providing excellent customer service in a call-center type environment. Incumbent installs, configures, maintains, and optimizes hardware, software and mobile technology while ensuring minimal system downtime. Uses appropriate knowledge bases and relevant research to identify, track, diagnose, resolve, and document hardware and software incidents, to detect, log, categorize, prioritize, and resolve Problems, answer and respond to telephone calls, incident tickets and service requests entered via a customer portal, and in-person requests for technical support. Analyzes, monitors and maintains job schedules within the IBM Job Scheduler for a diverse automated environment, working closely with application support personnel to plan daily, weekly, and monthly schedules. Works closely with TS personnel to effectively perform corporate and departmental communications for planned and unplanned outages, maintenance activities, new technology deployments and cyber security alerts. Maintains hardware and software inventory. Uses experience and procedural knowledge to support IT Change Management processes and works closely with the Change Administrator to ensure changes are properly documented, communicated, and approved. Utilizes root cause analysis (RCA) techniques to initiate and participate in RCA team efforts. Has knowledge of commonly used concepts, practices, and procedures within this field, stays abreast of technological changes in the industry as they pertain to job objectives, and relies on experience and judgment to plan and accomplish goals and recommends process improvements at both the unit and departmental level. This position can work with limited supervision, while also providing formal training, informal guidance, and support to junior team members.
Essential Job Tasks:
Applies developed analytical skills/experience and uses standard operating procedures or guidelines to document, maintain, upgrade, install, and troubleshoot software. Makes recommendations and implements solutions for improvements.Applies developed analytical skills/experience and uses standard operating procedures or guidelines to document, maintain, upgrade, install, and troubleshoot hardware. Makes recommendations and implements solutions for improvements.Applies developed analytical skills/experience and uses standard operating procedures or guidelines to document, maintain, upgrade, install, and troubleshoot telephony, including mobile devices. Makes recommendations and implements solutions for improvements.Analyzes, monitors and maintains job schedules within the IBM Job Scheduler for a diverse automated environment.Supports IT Change Management processes and works closely with the Change Administrator to ensure proper change control and communications.Works closely with the Service Desk Manager to gather data from IT managers to provide service status reporting to upper management.Uses standard operating procedures to prepare and respond to disaster events.Performs on-call 24x7 support at local and remote locations throughout South Carolina.Effectively communicates planned and unplanned outages, maintenance activities, new technology deployments and cyber security alerts to the business.Develops standard operating procedures or guidelines.Responsible for developing scripts to automate processes.
This position may be eligible for hybrid (remote and in person arrangement).
Will consider Technician A or B.
Technician A
Associate's Degree in the Information Technology field + 3 years experience or High School Diploma/GED + 5 years experience required.
Compensation Information:
$35.45 - $44.30 (min. - mid.)
Technician B
Associate's Degree in the Information Technology field + 1 year experience or High School Diploma/GED + 2 years experience required.
Compensation Information:
$25.95 - $32.40 (min. - mid.)
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
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