IT Operations Technician I-IV

Medical Mutual; Cleveland, Christiansted (OH, United States Virgin Islands); On-site; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking IT Operations Technicians to enhance their IT infrastructure. This role involves maintaining and monitoring corporate computer systems, ensuring smooth operations across various platforms. The ideal candidate will possess strong problem-solving skills, experience in technical support, and a passion for technology. Join a team that values innovation and offers exceptional career growth opportunities in a supportive environment. With competitive compensation and a focus on employee development, this position is perfect for those looking to advance their IT careers.

Benefits

On-site wellness center

Employee discount program

401(k) with company match

Education reimbursement up to $5K per year

On-site cafeteria

Business Casual attire

Qualifications

• 1+ years in an Operations Management role preferred.
• Experience in an Operations Center environment for tier1/tier2 support.
• Strong knowledge of hardware and software evaluation tools.

Responsibilities

• Maintains and monitors corporate computer systems and servers.
• Identifies and resolves hardware and software problems.
• Performs Helpdesk functions and escalates issues as needed.

Skills

Technical Support

Problem Resolution

Helpdesk Functions

Batch Processing

Server Monitoring

Data Center Security

Education

Bachelor's degree in Information Technology

Associate's degree in Computer Science

Tools

JCL

MS Office

Job description

Description

Founded in 1934, Medical Mutual is the oldest and one of the largest health insurance companies based in Ohio. We provide peace of mind to more than 1.6 million Ohioans through our high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement, and individual plans.

Medical Mutual' s status as a mutual company means we are owned by our policyholders, not stockholders, so we don't answer to Wall Street analysts or pay dividends to investors. Instead, we focus on developing products and services that allow us to better serve our customers and the communities around us and help our members achieve their best possible health and quality of life.

IT Operations Technician I

Maintains, monitors, executes and contributes to the running of corporate computer systems including mainframe, mid-range, and distributed computing platforms. Conducts job processing, server monitoring, and problem resolution. Identifies and begins the resolution of hardware and software problems. Performs Helpdesk functions.

IT Operations Technician II

Maintains, monitors, executes, and contributes to the running of corporate computer systems including mainframe, mid-range, and distributed computing platforms. Conducts job processing, server monitoring, and problem resolution. Identifies and begins the resolution of hardware and software problems. Performs Helpdesk functions.

IT Operations Technician III

Oversees the operation and utilization of all Data Center computer systems. Operates and monitors mainframe, mid-range, open system platforms, and network topologies. Identifies and resolves hardware and software problems. Performs advanced Helpdesk functions and assists in department projects.

IT Operations Technician IV

Provides the technical expertise required in Production Services to ensure maximum utilization of hardware and software resources. Performs control function activities, performs production problem determinations and resolves moderately complex assignments within Information Systems Services (ISS) to ensure timey batch processing and meets service objectives. Performs in a leadership role by attending meetings, preparing user documentation, effective Helpdesk support and provides customer training to both users and Operations Technicians.

Responsibilities

IT Operations Technician I

• Applies technical concepts and follows standard operating procedures for operation and maintenance of multiple computer systems by staying current on IT services, Service Level Agreeements, and company standards.


• Analyzes errors/problems by monitoring the operations consoles and initiates corrective action, including escalation to management when needed.


• Identifies and differentiates between hardware and software problems and accurately records details and corrective actions. If not resolved, escalates problems to second level support.


• Studies batch schedule design and learns to drill down through application levels to develop scheduling skills and job flow understanding and performs basic batch proccessing and scheduling duties.


• Responds to incoming vendors, customers, and help desk calls, referring them to the appropriate customer service area and records Service Call ticket information, and provides accurate turnover accounting.


• Maintains adherence to ongoing Data Center security and access procedures by controlling access and assuring a valid Change Request is issued.


• Performs other duties as assigned.

IT Operations Technician II

• Applies technical concepts and follows standard operating procedures for operation and maintenance of multiple computer systems by staying current on IT services, Service Level Agreeements, and company standards.


• Analyzes errors/problems by monitoring the operations consoles and initiates corrective action, including escalation to management when needed.


• Identifies and differentiates between hardware and software problems and accurately records details and corrective actions. If not resolved, escalates problems to second level support.


• Studies batch schedule design and learns to drill down through application levels to develop scheduling skills and job flow understanding and performs basic batch proccessing and scheduling duties.


• Responds to incoming vendors, customers, and help desk calls, referring them to the appropriate customer service area and records Service Call ticket information, and provides accurate turnover accounting.


• Analyzes and processes application and environmental changes to fulfill special requirements of exception processing.


• Maintains adherence to ongoing Data Center security and access procedures by controlling access and assuring a valid Change Request is issued.


• Performs other duties as assigned.

IT Operations Technician III

• Determines sequence of batch deployment by studying cycle creations, modification and evaluates application of batch flows.


• Contributes to a team effort by accomplishing relevant tasks as needed.


• Advises, coordinates and consults with Information Systems Development using the program control library management, and open system software products Performs the QA process.


• Provides support for Helpdesk calls by performing problem identification research and resolution, throughaccurate collection and recording of service tickets. Escalates problems to second level support as required and provides SEV1 assistance.


• Accurately conveys technical information verbally and in writing to management, support staffs, clients and vendors. Demonstrates the ability to determine the severity of the message and the appropriate level of response required.


• Monitors shift turnover by adequately transitioning the turnover process with complete and accurate documentation, effective discussion and conveying of information to the oncoming shift.


• Stays current in knowledge of hardware, software, supporting tools, business flows and system methodology.


• Designs and initiates projects to improve customer service or operating efficiencies and determines methodology.


• Maintains adherence to ongoing Data Center security and access procedures.


• Performs basic restart/recovery operations of abended jobs using JCL and recovery software.


• Performs other duties as assigned.

IT Operations Technician IV

• Supports Open Systems scheduling by researching, developing programming packages, written code,conducts verification testing and creating operational procedures. Identifies/verifies obsolete packages. Provides technical assistance to insure smooth implementation from development to operation.


• Performs workflow analysis for the purpose of recommending changes and enhancements to day to day operations, creating proactive, preventive solutions, creation of Disaster Recovery plans and periodically conducts verification testing. Strictly adheres to ISO process, record tracking and audit support.


• Executes the Change Management requests from ISD and ISS. Reviews problems/errors and recommends changes, details corrective actions and submits changes for approval.


• Provides on-call support for any operational problems which may occur. Investigates and resolves moderately complex problems using established techniques and tools.


• Ensures implementation of all new or modified automation processes.


• Provides support for Helpdesk calls.


• Performs other duties as assigned.

Qualifications

Qualifications

IT Operations Technician I

Education and Experience

• Bachelor's degree in information technology preferred but not required


• 1+ years in a prior Operations Management role or other IT Leadership Position preferred


• Experience implementing complex technology changes to drive outcome in fast-paced environments


• Experience working with senior business leaders to understand how business processes are supported by technology


• Experience supporting Technology Operations, Incident Response, Service Management, or any combination


• Experience in an Operations Center environment responsible for tier1/tier2 support and escalation

Professional Certification(s):

• Help Desk Institute (HDi) Support Analyst preferred


• Microsoft desktop certifications preferred

Technical Skills and Knowledge:

• Demonstrates knowledge of technical terms and operation of tools utilized for evaluation of hardware and software problems for mainframe, mid-range and / or desktop systems and knowledge of computer components, programming concepts, file access methods, scheduling packages and software.


• Basic MS Office Skills including MS Access

IT Operations Technician II

Education and Experience:

• Associates degree in Computer Science or related field.


• 2 years progressively responsible work experience in computer operations, programming, or technical support.

Professional Certification(s):

• Help Desk Institute (HDi) Support Analyst preferred


• Microsoft desktop certifications preferred

Technical Skills and Knowledge:

• Demonstrates knowledge of technical terms and operation of tools utilized for evaluation of hardware and software problems for mainframe, mid-range and / or desktop systems and knowledge of computer components, programming concepts, file access methods, scheduling packages and software.


• Intermediate MS Office Skills including MS Access

IT Operations Technician III

Education and Experience

• Associates degree in Computer Science or related field.


• 3 years working in a large computer operations environment.

Professional Certification(s):

• Help Desk Institute (HDI) Support Center Analyst preferred.


• Microsoft desktop preferred.

Technical Skills and Knowledge:

• Strong knowledge of technical terms and areas of tools utilized, for managing problems of hardware and software for mainframe, mid-range, and distributed systems.


• Fundamentals of JCL, Open systems, Network and Server architectures.


• Intermediate MS Office skills including MS Access.

IT Operations Technician IV

Education and Experience

• Associates degree in Computer Science or elated field.


• 4 years working in a large computer operations environment, experience in a mainframe, mid-range, servers, helpdesk, network and/or distributed computing.

Professional Certification(s):

• Information Technology Infrastructure Library (ITIL) foundations certification preferred.


• Help Desk Institute (HDI) Problem Management) preferred.


• Microsoft desktop certifications preferred

Technical Skills and Knowledge:

• Expert in operation of scheduling software, change management, project leadership, restart/recovery, JCL, DR, and other software utilized by the Data Center.


• Advanced MS Office skills including MS Access.

Medical Mutual is looking to grow our team! We truly value and respect the talents and abilities of all of our employees. That's why we offer an exceptional package that includes:

A Great Place to Work:

• Top Workplace in Northeast Ohio. Year after year we've received this recognition!


• On-site wellness center at most locations. Enjoy personal trainers, towel service, locker room, weight room, elliptical machines, and a variety of classes!


• On-site cafeteria serving hot breakfast and lunch, at most locations. Choices ranging from salad bar, made to order, hot and cold sandwiches, or a variety of entrees cooked fresh daily. Convenience store at most locations


• Employee discount program. Discounts at many places in and around town, just for being a Medical Mutual team member


• Business Casual attire

Excellent Benefits and Compensation:

• Competitive compensation plans


• Employee bonus program


• 401(k) with company match and an additional company contribution


• Excellent medical, dental, vision, and disability insurance

An Investment in You:

• Career development programs and classes


• Mentoring and coaching to help you advance


• Education reimbursement up to $5K per year

About Medical Mutual:

We strive to create peace of mind. Our customers can trust us to do things right and to help them get value from their health plan. We're the largest health insurer in Ohio and for over 85 years, we've been serving our members and the Ohio communities where they live and work. Medical Mutual is a Top Place to Work in Northeast Ohio with exceptional career opportunities that offer challenge, growth and a great work/life balance. We want talented, innovative, and driven people to help us continue to be the best health insurance choice of Ohioans and help make Ohio the best it can be! Our headquarter building is located in the heart of downtown Cleveland and we have multiple offices throughout the state. Join us at one near you!

We maintain a drug-free workplace and perform pre-employment substance abuse and nicotine testing.

#LI-MM1

Primary Location:US-Ohio

Job:7 - General Staff

Organization:IT Infrastructure

Schedule:Regular

Shift:Standard

Employee Status:Individual Contributor

Job Type:Full-time

Job Level:Day Job

Job Posting:May 7, 2025, 3:00:04 PM