Main Console Operator

Apex Systems; Frankfort (KY); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401K with company match

HSA (Health Savings Account)

EAP with counseling

Job summary

Everforth Apex is seeking a Desktop Support technician to monitor and maintain the Commonwealth of Kentucky’s IT assets on the Main Console Operations team. This 3rd shift, on-site role requires staying alert during night hours at 101 Cold Harbor Drive, Frankfort, KY, with a 40-hour work week and no telework.

You will log incidents, provide Tier 1 IT support, coordinate with agencies, and follow EOM/COT policies.

Qualifications

• Experience as a Desktop Support technician or other IT support with experience diagnosing and resolving technical issues with hardware and software systems, providing general IT support duties with excellent troubleshooting skills.
• Reliable attendance and ability to follow procedures in a structured environment.
• Intermediate computer skills including Windows OS, basic Windows networking tools, and Microsoft 365 Copilot application experience.

Responsibilities

• Monitoring of the COT and other Commonwealth IT assets through web-based and other computer-based tools.
• Creating, updating, and providing detailed notes of incident tickets and tasks arising from issues found during monitoring activities.
• Verbal and electronic communications with various Commonwealth, county government, and other governmental agencies.
• Monitor the status for the COT Data Center including the environmental conditions of the center.
• Control access to the COT Data Center through creation of access requests, processing of visitors, and escorts to restricted areas.
• Provide Tier 1 level customer support for IT-related issues as required.
• Initiate escalation activities as required to support issue resolution and maintain tickets with detailed notes.
• Safeguard and properly use sensitive information and equipment to prevent loss or unauthorized distribution.
• Follow official policies and laws of EOM, COT, and Commonwealth of Kentucky.
• Support physical changes and maintenance of the CDC.
• Other duties in support of EOM, COT, and Commonwealth activities.

Skills

Desktop Support

Troubleshooting

Windows OS

PowerShell

ITSM

Customer Service

Teamwork

Tools

Active Directory

ServiceNow

Dynatrace

Windows System Center

Job description

Job#: 3045642

Team Information

The Main Console Operations (MCO) team falls under the Commonwealth of Kentucky Executive Branch, Finance and Administration Cabinet, Commonwealth Office of Technology (COT), Enterprise Operations & Monitoring (EOM) Branch.

The MCO’s mission is provide constant monitoring of the COT information technology assets twenty-four (24) hours per day - seven (7) days a week and is the lead for the operations of the COT data center. In addition, the MCO is the primary contact for receiving reports of network issues of the Commonwealth’s sites and performs as the service desk outside normal work hours.

Position Information

• Work Schedule (40-hours per work week):
  • 3rd Shift Scheduling (30-minute unpaid lunch). Please note the days and hours may change slightly for team coverage but will still follow typical 3rd shift hours.
  • Monday: 10:30 PM – 9:00 AM (10-Hours)
  • Tuesday: 10:30 PM – 9:00 AM (10-Hours)
  • Wednesday: 10:30 PM – 9:00 AM (10-Hours)
  • Thursday: 10:30 PM – 9:00 AM (10-Hours)
• Work Location & Environment:
  • Location: 101 Cold Harbor Drive, Frankfort, KY 40601
  • Work Type: On-site – telework not authorized.
  • Environment: Open office concept with shared workstations.
  • Attire: Business Casual – jeans are authorized.
• Note:
  • The MCO supports operation of critical infrastructure of the Commonwealth of Kentucky and does not close for weather related issues.
  • No direct interaction in official capacity with the general public in this position.
  • This position will require an additional orientation and training period of at least one (1) week on 1st shift.

Responsibilities and Duties

• Monitoring of the COT and other Commonwealth of Kentucky Executive branch information technology assets through web-based and other computer-based tools.
• Creating, updating, and providing detailed notes of incident tickets and tasks arising from issues found during the monitoring activities, site network outages, and other user/agency issues related to COT services and activities.
• Verbal and electronic communications with various Commonwealth, county government, and other governmental agencies attached to the Executive Branch of the Commonwealth.
• Monitor the status for the COT Data Center including the environmental conditions of the center.
• Control access to the COT Data Center through creation of access request, processing of visitors to restricted areas, and providing escorts into the restricted areas.
• Provide Tier 1 level customer support for Information Technology (IT) related as required.
• Initiate escalation activities as required to support the resolution of issues and keeping detailed notes in the ticketing system used by the COT.
• Safeguarding and proper use sensitive information and equipment preventing the loss and/or unauthorized distribution of that information/equipment.
• Following official policies, procedures, laws of the EOM, COT, and Commonwealth of Kentucky – including federal guidelines, requirements, and laws as required.
• Support physical changes and maintenance of the CDC.
• Other duties and assignments in the support of the EOM, COT, and Commonwealth of Kentucky official activities.

Required Skills and Abilities

• Experience as a Desktop Support technician or other IT support with experience diagnosing and resolving technical issues with hardware and software systems, providing general IT support duties with excellent troubleshooting skills.
• Reliable attendance.
• Intermediate computer skills:
  • Windows Operation Systems (OS).
  • Basic Windows OS networking tools with command prompt or PowerShell.
  • Microsoft 365 Copilot application experience (Outlook, Teams, Word, Excel, SharePoint, PowerPoint).
• Customer service skills with strong verbal and professional correspondence abilities.
• Ability to learn new skills and follow procedures as it relates to the MCO.
• Work in a team environment with limited direct supervision.
• Self-motivated and detailed oriented attention to work assignments.
• Able to adjust work schedule to provide coverage of the MCO in limited cases.
• Ability to pass law enforcement conducted background check per COT and IRS requirements including fingerprinting.

Additional Desired Skills and Abilities

• Experience with creating tickets, request, and logging notes into IT Service Management (ITSM) ticketing system.
• Data center operations experience.
• Experience with interacting of enterprise IT management and monitoring systems (active directory, Dynatrace, ServiceNow, Windows System Center).
• Programming experience with a focus in JavaScript and TypeScript. Understanding fundamentals of database operations and Application Programming Interface (API) interactions.

Company Culture and Benefits

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

• Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection.
• We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure.
• Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts.
• In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.
• Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach.
• You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

Equal Opportunity Statement

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

ADA Accommodation Statement

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

Transparency Statement

UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.