IT Operations Support Technician

Job Title: IT Operations Support Technician
Location: Tallahassee, FL
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 62277
Department

This position is within FSU’s Department of Northwest Regional Data Center (NWRDC)

Responsibilities

This position provides support for NWRDC-Southwood data center facility and customer processing. The incumbent in this position is responsible for maintaining a working knowledge of the individual platforms, peripheral devices and facility infrastructure that support NWRDC. Incumbent will perform basic commands and monitor platforms and facility under limited supervision. The incumbent will perform within the rules, guidelines, and directions prescribed by the supervisor. This position involves frequent decision-making skills. Individual will be responsible for identifying problems and taking appropriate action in order to ensure timely and error free service to the businesses being supported by NWRDC. Individual must be available to work overtime and holidays as scheduled.

Operations:
Establish or maintain a working knowledge of Data Center policies and procedures to include production control run schedules. Monitoring building security, computer room access. Maintain a working knowledge of mainframe platforms and hardware configurations. Maintain a working knowledge of facility and infrastructure. Maintain a working knowledge of Enterprise Network Monitoring Tools. Monitor all platforms for outstanding system messages, report issues and escalate as needed. Monitor the status of customer owned equipment and access to that equipment. Maintain Data Center logs and forms. Maintain a working knowledge of the ITSM Incident & Service Request processing tool in use. Create incident and service tickets, report issues and escalate as needed. Act as a liaison between applications, technical support, scheduling, and network staff to facilitate problem resolution during all abnormal circumstances.

Facility Training:
All personnel must attend/complete facility training as follows: Weekly load test (Switchgear) training a minimum of once a quarter if you are proficient with the systems or once a month for all new employees. Chiller (Chilled Water System) training once a quarter if employee is proficient with the system or once a month for new employee. All personnel must be able to react to an emergency on either of these systems within the specified time frames below: Switchgear issues within 5-minute time frame. Chilled water system within 10-minute time frame. All personnel must participate in cross-training at both NWR-IP and NWR-S facilities. All personnel must be able to communicate all issues clearly and concisely to facility staff in order to avert a facility shutdown.

Service Desk:
Act as Service Desk representative after hours and on weekends. Perform daily routines and related work as required. Perform other related duties as required. This position involves frequent decision-making skills. Individual will be responsible for identifying problems and taking appropriate action in order to ensure timely and error free service to the businesses being supported by the Data Center. Individual must be available to work overtime, and holidays as scheduled. Participates in approved professional development opportunities per NWRDC's policy. Professional development and training is defined as learning undertaken by the employee to maintain and advance their skills, knowledge and competencies, specifically as they relate and add value to the job and workplace.

NWRDC provides support for a wide range of state and local government, as well K-20 organizations across the State of Florida. These organizations are dependent on NWRDC in order to accomplish their missions. This requires NWRDC to maintain services 24/7, even during times of crisis or emergency. As such, all NWRDC staff are considered essential staff for operations of the State of Florida.

Qualifications

• High school diploma or equivalency and three years' experience or a combination of post high school education and experience equal to three years.
• Ability to obtain Security Awareness Training Certificate

Helpful

Who is an ideal candidate for this position?

Individual should be a self-starter, willing to work Saturday and Sunday 6:00pm – 6:30am and Thursday and Friday 3:00pm – 11:30pm. Willing to work holidays and emergencies (off-shifts) when necessary, (These may occur at anytime you are not scheduled to work). Individual should have at least 3 years minimum data center/operations experience. Report to duty during a natural disaster such as a hurricane, flood, or other emergencies.

What is a typical day in this position?

Individual will be monitoring all aspects of the data center and may sit alone for long periods of time but must stay alert. This position requires a certain level of activity such as bending, walking, lifting, and climbing stairs.

What can I expect in the first 60-90 days?

Individual will be provided a 16-week training program

University Information

One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research and encourages creativity. At FSU, there’s the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow’s news!

Learn more about our university and campuses.

FSU Total Rewards

FSU offers a robust Total Rewards package. Visit our website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.

Use our interactive tool to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks.

How To Apply

If qualified and interested in a specific job opening as advertised, apply to Florida State University at https://jobs.fsu.edu. If you are a current FSU employee, apply via myFSU > Self Service.

Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.

Veterans' Preference

Certain service members and veterans, and the spouses and family members of such service members and veterans, receive preference and priority, and certain service members may be eligible to receive waivers for post secondary educational requirements, in employment by the state and its political subdivisions and are encouraged to apply for the positions being filled. Veterans' Preference applies to University Support Personnel System (USPS) positions only.

IMPORTANT: To claim Veterans' Preference, select “yes” to the question on the application questionnaire and upload a DD-214 (or equivalent), the Veterans' Preference Certification form, and other documentation if applicable with your online application before midnight of the position closing date.

Click the links for eligibility information and required documentation, or call FSU Human Resources at (850) 644-6034.

Considerations

This is an USPS (University Support Personnel System) position.

This position requires successful completion of a criminal history background check.

Saturday and Sunday 6:00pm – 6:30am and Thursday and Friday 3:00pm – 11:30pm. Available to work holidays and emergencies (off-shifts) when necessary.

Equal Employment Opportunity

FSU is an Equal Employment Opportunity Employer.