IT Operations Support - 26319

CEI’s utility client is adding an IT Operations Analyst to their team based out of Pittsburgh, PA. IT Operations Support Analysts perform various functions such as following and developing operational processes and procedures, ensuring that all IT services and infrastructure meet operational goals, ability to plan, being alert, resolving unexpected problems quickly and efficiently, and providing 24x7 helpdesk desk support. Perform standard IT Incident, Problem, and Change Management protocols. The position requires working in team and individual environments.

Job at a glance:

• This is a long-term contract, with an initial term of 6 months, planned for extension and/or permanent placement
• Pay rate is $30.29/hr W2 + optional benefits (Medical, Dental, Vision, and 401k)
• Will be hybrid schedule in Pittsburgh, determined after training period
• Work schedule is Sunday - Thursday 3:00pm - 11:00pm ET

Responsibilities:

· Troubleshooting and resolving remote hardware, software, and network issues

· Identification and triage of indents and requests

· Documenting and engaging on all tickets in Cherwell to maintain a historical record of activity

· Monitoring Production Batch (Mainframe and Distributive)

· Work with Control-M or other scheduling packages with an ability to understand job dependencies, predecessors, and successors and assess the impact of modifications to Control-M schedules.

· Working with teams in an MSP and/or high-volume internal IT support environment.

· Interpreting system and event messages and alerts via monitoring tools, and software applications, and generated email findings, developing new processes and procedures to enhance operations.

· Complying with business and disaster recovery runbooks

· Creating and maintaining accurate documentation/procedures

· Communicating status updates with key stakeholders during major incidents

· Ensuring compliance with regulatory standards.

· Analyzing and providing resolution to complex and dynamic enterprise technology issues

· Working together with vendors to aid in repairs of hardware

· Identifying incident trends; recommend and implement improvements to reduce incidents

Qualifications:

· Experience working in an IT environment with emphasis in Service Desk and Operations Management

· ITIL certified a plus

· A+ certification (or vendor-specific equivalent)

· Experience working with virtual/remote staff members

· Problem-solver and resourceful; know how to find answers

· Thorough understanding of ITIL Processes, experience working with Cherwell

· Experience supporting aspects of a Windows server infrastructure, VMware, Azure, or other cloud environments

· Understanding of Network Monitoring Applications (OP5/Nagios)

· Familiarity with Cherwell and Control-M

· Active Directory, Unlocking Accounts, Resetting Passwords

· Competence in MS Office required, including MS Excel, MS Access, MS Word

· Detailed-oriented, aware of secondary effects resulting from changes

· Experience working both independently and as part of a project group

· Must possess a positive and professional attitude.

· Strong communication, organization, and planning skills

· Ability to learn concepts quickly and share knowledge with other team members

CEI delivers solutions that help our customers transform their businesses and achieve meaningful results as a trusted technology partner. From strategy and custom application development through application management - our technology and digital experience services are tailored to meet each unique need of our customers. Our staffing solutions bring specialized skills to complement our customers' workforce and project requirements.

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