Technical Systems Analyst

Oneida Innovations Group; Town of Verona (NY); On-site; USD 70,000 - 100,000; Full time

Job summary

Oneida Innovations Group is seeking a Technical Systems Analyst to proactively support operations functions and continuously assess computer system performance. You will troubleshoot, escalate, and resolve issues to minimize business impact.

Responsibilities include maintaining backups, implementing procedures, and providing 1st/2nd level support across IBM AS/400, UNIX, Windows environments. A 24x7 shift is required.

Qualifications

• Degree or equivalent IT experience required (4+ years).
• Strong troubleshooting and issue escalation skills.
• Knowledge of IBM AS/400, OS/400, UNIX, Windows, and networking concepts.
• Familiarity with TCP/IP, DNS, cabling, and wireless networking.
• Experience with corporate infrastructure packages like Outlook, Citrix, Windows Terminal Services, and AD.
• Willingness to work 24x7 shifts.

Responsibilities

• Support operations startup, monitoring, control, and issue resolution for computer systems.
• Continuously assess performance and implement improvements.
• Troubleshoot to resolve issues quickly and minimize business impact.
• Assist in developing Operations Procedures and Manuals, and implement changes.
• Establish and follow Standard Operating Procedures for system management.
• Ensure backups are performed and tapes rotated offsite.
• Provide 1st/2nd level support and escalate tickets per the model.
• Open trouble tickets and perform remote control of servers/desktops as needed.
• Place service calls for hardware/software to vendors as required.
• Monitor batch processing and data backups; protect organization data.
• Complete Gaming System Audits and On/Off Boarding duties.

Skills

Troubleshooting

Windows OS

UNIX/OS400

Networking

VPN

Incident Management

Office Suite

Active Directory

Education

Degree in Computer Science / related technical field

Tools

IBM AS/400

OS/400

Citrix MetaFrame

Windows Terminal Services

Active Directory

Job description

Summary:

The Technical Systems Analyst proactively supports operations functions; continually assessing the performance of the computer systems and assisting in the resolution of issues.

Position Responsibilities:

• Effectively supports operations startup, monitoring, control, and bringing down the operation of the computer systems using the computer or administrator console; the consoles of equipment at remote sites, and other control/monitor units.
• Continually assesses the performance of the computer systems in order to maintain the parameters and standards of its operation, and to assist in making corrections or improvements in them.
• Exhibits and performs superior troubleshooting techniques in a proactive environment in order to resolve issues as quick as possible and limit impact to business operations.
• Supports the development of Operations Procedures and Manuals; ensures modifications are done in a timely manner to be effective with the implementation of change.
• Establishes and follows Standard Operating Policies and Procedures for managing systems.
• Ensures the backup schedule is processed and the tapes are rotated for offsite storage.
• Performs 1st and 2nd Level Support for all systems and escalates trouble ticket as required by support model in a timely manner.
• Opens trouble ticket as required by support model.
• Conducts remote control of servers and desktops as required by support model during trouble shooting trouble tickets.
• Places service calls for hardware and software to vendors as required by support model.
• Resolves trouble tickets at fast as possible in accordance with support model, and in compliance with Service Level Agreements.
• Monitors and initiates batch processing or work requests as required.
• Ensures all system backups of data run as scheduled and performs all required tasks as necessary to protect the organization.
• Complete Gaming System Audits
• Responsible for On and Off Boarding

Minimum Qualifications:

• Degree in Computer Science, or other related technical field, and/or equivalent experience of at least four yrs. in an IT environment.
• Must be experienced in resolving a multitude of computer user difficulties.
• Must demonstrate excellent troubleshooting skills; understands at what point to elevate issue to next support level.
• Must possess a general knowledge of IBM AS/400 and OS/400, UNIX, Intel platform, database concepts, and networking protocols, concepts and devices.
• Must have a basic understanding of the Windows operating systems.
• Must be flexible and willing to work any shift - position is a 24X7 coverage support position.
• Must possess knowledge of Microsoft Office, Microsoft Windows, and basic networking concepts (TCP/IP, DNS, cabling, wireless, etc.). Must be comfortable supporting administrator-level functionality across operating systems.
• Must have knowledge and experience with corporate infrastructure packages such as Outlook, Citrix MetaFrame, Windows Terminal Services, Active Directory, NDS, and Virus Scanning (local and server-based).
• Must possess knowledge of end-user device hardware support including PCs (CPU, Motherboard, BIOS, NIC, video, sound, PSU, HDD, CD-RW, DVD, FDD), monitor, keyboard, mouse, drivers, firmware, printers, and laptops.
• Must be detail oriented and able to work effectively in a multi-tasking environment.
• Must understand VPN and TFP
• Understand Incident Management and Response.

Desired Qualifications:

• Some type of Industry Certification
• Experience in an Information Technology Call Center
• Demonstrated experience working with gaming and/or hospitality systems.
• A working knowledge of transaction processing and data flow in a large enterprise computing environment.

Remarks:

This job description is intended to be illustrative of the position's duties and should not be construed to be an exhaustive statement of the essential functions of the job.