Job Overview
Location
Frankfort, Kentucky
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Job Description
Job Description:
Responsibilities:
- Monitoring of the Client's 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 Client services and activities.
- Verbal and electronic communications with various Departments.
- Monitor the status for the Client Data Center, including the environmental conditions of the center.
- Control access to the COT Data Center through the creation of access requests, 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 maintain detailed notes in the client's ticketing system.
- 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 client including federal guidelines, requirements, and laws as required.
- Support physical changes and maintenance of the Client.
- Other duties and assignments in the support of the Department 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, TypeScript, C#, and/or .NET.
Understanding fundamentals of database operations and Application Programming Interface (API) interactions.
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