Help Desk II (010390)

Job Description

Do you like troubleshooting and solving support issues? Do you have experience troubleshooting mobile devices? If so, this could be the opportunity for you. Smart Solutions is searching for an experienced Help Desk Specialist II for a contract opportunity in Madison, WI, currently scheduled to last until May 2021. Smart Solutions offers our consultants a top-notch benefits package, including the option for paid time off. Please review the job description below, and if everything sounds like a match, please apply today!

Job Duties:

  • Perform problem determination and resolution of DoIT supported network and systems
  • Perform diagnosis and resolution on an extensive gigabit ethernet network of problems related to Internet applications, systems software, and hardware (including gateways, switches and hubs, and routers) and their connectivity to the organization and SysNet/BCN network infrastructures
  • Coordinate technical aspects of services on a Wide Area Network with an ATM backbone between network or telecommunications services providers and SysNet/BCN site administrators
  • Manage Activity and Performance of DoIT Supported Systems
  • Use appropriate software and scheduling applications such as HP Openview Operations to manage the system activity, and resources on DoIT supported processors and servers to ensure production standards, processing deadlines, data integrity, data backups, and availability guidelines are met
  • Coordinate with the Applications Processing staff, System Administrators, and Technologists to ensure required processing schedules and priority deadlines are set
  • Maintain network and systems performance, status, and availability reports, and problem and change management reports
  • Gather and communicate information regarding issues, processing, system changes, and relevant information needed to support the network and systems
  • Provide operational and recovery support to ensure the Data Center’s physical security and environmental standards and offsite equipment locations are met
  • As need, operational reporting and documentation
  • When needed, escalate problems and abnormal situations

Required Skills:

  • Operational knowledge of Gigabit Ethernet network hardware, architecture, design, and operation
  • Working knowledge of Local Area Network and Wide Area Network/ATM hardware, architecture, design, and operation
  • Functional knowledge of various UNIX, Linux, and Windows Operating Systems
  • Understanding of network troubleshooting tools such as Ping and Traceroute
  • Effective written and communication skills; solid interpersonal skills, and the ability to successfully deal with a variety of users and staff at different computer knowledge levels
  • Top-notch customer support experience and skills
  • Available to possibly work a second or third shift

Desired Skills: 

  • Operational knowledge of application monitoring tools such as HP OpenView Operations
  • Functional understanding of JES2 and MVS/ZOS system concepts and operation
  • Working knowledge of a formal incident tracking system such as Cherwell ITSM Software
  • Operational understanding of automated batch processing tools such as Tivoli Workload Scheduler/Tivoli OPC

If interested, please apply now!


Smart Solutions, Inc. is an equal opportunity employer functioning under an Affirmative Action Plan.