Computer Operations​/Help Desk Analyst

Salary $33.97 - $50.87 /hour; $5,888.13 - $8,817.47 /month; $70,657.60 - $ /year

This is responsible and technical work monitoring the operation of a multiple computer data center and supporting the municipal computer operations network.

An employee in this class is responsible for performing tasks of more than average difficulty necessary to operate and monitor a complex multi-platform computer center. The employee is also responsible for establishing and maintaining a clear, concise record of personal computer/network/mainframe hardware and software failures, problems, and requests using problem‑solving software. Considerable initiative and independent judgment are required to accurately assess problems and provide effective assistance.

Problem‑solving, customer service skills, and the ability to clearly communicate technical information to non‑technical clients are among the most important aspects of the work in this class. Under general supervision, the employee monitors the condition of the computer center in total and performs the function of data processing help desk analyst for computer users. This employee will use diagnostic procedures in attempts to solve a problem;

if the problem cannot be resolved, the employee will re‑assign the problem and notify the appropriate team/person/vendor of the assignment. This employee will serve as liaison with outside vendors and/or contractors. Follow‑up with vendors is required to ensure problems are resolved to the client’s satisfaction. Tasks might include mounting tapes, carrying cartons of paper and mounting paper on printers. Work is performed on an assigned schedule that may include variable hours.

Work is reviewed by the operations supervisor and through conferences and results obtained.

Receives calls from clients reporting hardware and software failures or problems and provides guidance for their quick resolution; performs first‑level problem determination for computer users with significant emphasis on good personal interaction and support with the users. Monitors system consoles and terminals in the computer center and takes appropriate action; establishes and maintains records of hardware and software failures or problems using problem management software to track trends and to provide input to management for their prevention.

Reviews reports, re‑establishes mainframe connections, routes calls for operations, network, mainframe and application support; enters data into problem management systems. Monitors, schedules, and performs computer‑room duties to include mounting tapes, returning tapes to racks, mounting paper on printers, and delivering printouts to control section; performs all other duties required to complete daily batch schedules; performs assorted system management tasks using a variety of automated tools in order to support other related system‑software products.

Communicates all priority 1 and 2 problems to the operations supervisor and on‑coming computer shift personnel; assigns unsolved problems to teams/person/vendor; communicates this assignment to the person involved; troubleshoots problems and takes corrective action. Serves as an interface between computer operations, data control and the tape/disc library; prepares and distributes reports on Help Desk activities on a scheduled and ad hoc basis;

assists in keeping documentation current. Monitors workflow on consoles to keep informed of job status and checks for instructions; enters commands on the computer console when the central processing unit goes down to bring the system up and retain previously processed information. Provides technical support to aid in planning, design, and implementation of major computer systems, programs, forms, and files;

assists in the development of standards and procedures for quality control of data‑processing operations; monitors performance to ensure that the operating system is functioning properly and efficiently. Ensures that the daily production batch schedule is completed; provides technical assistance to application programmers and operations personnel in solving complex problems. Maintains…