Main Console Operator

Cynet Systems•Frankfort, KY

1d•Onsite

About The Position

This role involves monitoring information technology assets, managing incident tickets, and providing Tier 1 customer support for IT-related issues. The operator will maintain communications with governmental agencies, monitor Data Center status, and control access to the Data Center. Key responsibilities include safeguarding sensitive information, adhering to policies, and supporting physical changes and maintenance within the center.

Requirements

Experience as a Desktop Support technician or other IT support with experience diagnosing and resolving technical issues with hardware and software systems.
Experience providing general IT support duties with excellent troubleshooting skills.
Reliable attendance.
Intermediate computer skills including Windows Operation Systems (OS).
Experience with basic Windows OS networking tools using command prompt or PowerShell.
Microsoft 365 Copilot application experience including Outlook, Teams, Word, Excel, SharePoint, and PowerPoint.
Strong verbal and professional correspondence abilities.
Ability to learn new skills and follow procedures as it relates to the role.
Ability to work in a team environment with limited direct supervision.
Self-motivated and detailed oriented attention to work assignments.
Ability to adjust work schedule to provide coverage in limited cases.
Ability to pass law enforcement conducted background check per organizational and IRS requirements including fingerprinting.

Nice To Haves

Experience with creating tickets, requests, and logging notes into an IT Service Management (ITSM) ticketing system.
Data center operations experience.
Experience with enterprise IT management and monitoring systems such as Active Directory, Dynatrace, ServiceNow, or Windows System Center.
Programming experience with a focus in JavaScript and TypeScript.
Understanding of fundamentals of database operations and Application Programming Interface (API) interactions.

Responsibilities

Monitor information technology assets through web-based and other computer-based tools.
Create, update, and provide detailed notes of incident tickets and tasks arising from monitoring activities, site network outages, and other user/agency issues.
Maintain verbal and electronic communications with various governmental agencies.
Monitor the status for the Data Center including environmental conditions.
Control access to the Data Center through creation of access requests, processing of visitors to restricted areas, and providing escorts.
Provide Tier 1 level customer support for Information Technology (IT) related issues as required.
Initiate escalation activities as required to support the resolution of issues and keep detailed notes in the ticketing system.
Safeguard and ensure proper use of sensitive information and equipment to prevent loss or unauthorized distribution.
Follow official policies, procedures, and laws including federal guidelines and requirements.
Support physical changes and maintenance of the center.
Perform other duties and assignments in support of official activities.