IT Operations Analyst Senior
About The Position
The Commonwealth Office of Technology enables a proficient digital government supportive of a 21st century economy by being a trusted and valued business partner with unyielding commitment to cost-effective service delivery. Our mission is to support agency partners in the fulfillment of their core mission by providing technology leadership, services, and solutions in a secure, transparent, and fiscally responsible manner. A career in the Commonwealth Office of Technology (COT) offers an opportunity in the rapidly changing field of information technology (IT) where you can develop and advance your skills in diverse environments while making a significant difference in the lives of others. This position is for an IT Operations Analyst Senior within the Enterprise Operation and Monitoring Branch. This Branch is located within the Office of Client Support Services.
Requirements
- High school graduate.
- Two years of experience in IT customer service, computer systems support, production support or a related field.
- Additional education in IT customer service, computer systems support, production support or related field will substitute for the required experience on a year-for-year basis.
- Additional experience in IT customer service, computer systems support, or production support will substitute for the education requirement on a year-for-year basis OR a certification in an IT-related field will substitute for the required education.
- Ability to pass law enforcement conducted background check per COT and IRS requirements including fingerprinting.
Nice To Haves
- Two years of experience as an IT Operations Analyst, or three years of experience in IT customer service, computing systems support, or production support.
- 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.
- Experience with an IT Service Management (ITSM) platform.
- Familiarity with Active Directory, user account administration, and identity management processes.
- Proficiency with common enterprise applications.
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Familiarity with data center operations and environmental monitoring.
- Excellent verbal and written communication skills, with the ability to translate technical concepts to non-technical users.
- Demonstrated ability to manage multiple tasks, prioritize effectively, and meet established service- level targets.
- Aptitude for continuous learning and adapting to evolving technology and support practices.
Responsibilities
- 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 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 requests, processing visitors to restricted areas, and providing escorts into the restricted areas.
- Provide Tier 1 level customer support for Information Technology (IT) 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 of sensitive information and equipment preventing the loss and/or unauthorized distribution of that information and equipment.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
