Help Desk Analyst

YKK - Macon, GA

POSITION SUMMARY:

Responsible for providing help desk coverage and office activities by performing the following duties

ESSENTIAL DUTIES

Provide Help Deck coverage to all Macon facilities generally working an eight hour shift.

Responsible for creating help desk tickets for problems requiring 2nd level support.

Assist in documentation of all Data Center procedures, activities and special projects.

Maintain off-site inventory of system back-up media.

Monitor and document computer room access.

Understand and follow problem determination and escalation procedures.

Communicate with Manager on Internal customer and service level issues.

Coordinate system and application restarts with other staff members.

Provide operational support for multiple AS/400 systems.

Perform AS/400 and server back-up and recovery procedures as required.

Monitor functional systems, handling necessary problems and communications required.

Manage High Availability activities with "Target" AS/400.

Coordinate maintenance of AS/400 hardware during normal and off hours.

Assist in AS/400 and network software upgrades.

Participate in maintaining Disaster Prevention Plan.

Assist PC Analysts with maintenance and repairs.

SUPERVISION AND SCOPE OF POSITION:

This job has no supervisory responsibilities.

QUALIFICATION AND SKILL REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

BS degree in Computer Science, MIS, or related field desired. Personal Computer experience required. AS/400 knowledge preferred but not required.

LANGUAGE SKILLS

Ability to read, analyze and interpret general

business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.

MATHEMATICAL SKILLS

Ability to apply mathematical concepts such as fractions, percentages, ratios and proportions to practical situations.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust to focus. Must a have clean driving record and be insurable in order to operate a company vehicle.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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