Technical Systems Analyst

Oneida Innovations Group•Town of Verona, NY

1d•$47,000 - $60,000

About The Position

The Technical Systems Analyst proactively supports operations functions by continually assessing computer system performance and assisting in resolving issues. The role supports the startup, monitoring, control, and shutdown of computer systems; troubleshoots system and user issues; maintains operational procedures; manages backups; provides first- and second-level support; and supports gaming system audits and employee onboarding and offboarding. The position provides 24x7 coverage and requires flexibility to work any shift.

Requirements

Degree in Computer Science or another related technical field, and/or at least four years of equivalent experience in an IT environment.
Experience resolving a variety of computer-user difficulties.
Excellent troubleshooting skills and ability to determine when to escalate issues to the next support level.
General knowledge of IBM AS/400 and OS/400, UNIX, Intel platforms, database concepts, and networking protocols, concepts, and devices.
Basic understanding of Windows operating systems.
Flexibility and willingness to work any shift in a 24x7 coverage support position.
Knowledge of Microsoft Office, Microsoft Windows, and basic networking concepts, including TCP/IP, DNS, cabling, and wireless.
Comfort supporting administrator-level functionality across operating systems.
Knowledge and experience with corporate infrastructure packages including Outlook, Citrix MetaFrame, Windows Terminal Services, Active Directory, NDS, and local and server-based virus scanning.
Knowledge of end-user device hardware support, including PCs and their components, monitors, keyboards, mice, drivers, firmware, printers, and laptops.
Detail-oriented and able to work effectively in a multitasking environment.
Understanding of VPN and TFP.
Understanding of incident management and response.

Nice To Haves

Industry certification.
Experience in an Information Technology Call Center.
Demonstrated experience working with gaming and/or hospitality systems.
Working knowledge of transaction processing and data flow in a large enterprise computing environment.

Responsibilities

Support startup, monitoring, control, and shutdown of computer systems using computer or administrator consoles, remote-site equipment consoles, and other control or monitoring units.
Assess computer system performance to maintain operating parameters and standards and assist with corrections or improvements.
Use proactive troubleshooting to resolve issues quickly and limit business impact.
Support development of Operations Procedures and Manuals and update them promptly when changes are implemented.
Establish and follow Standard Operating Policies and Procedures for managing systems.
Ensure scheduled backups are processed, data backups run as scheduled, and tapes are rotated for offsite storage.
Perform first- and second-level support for systems and escalate trouble tickets promptly as required by the support model.
Open and resolve trouble tickets in accordance with the support model and Service Level Agreements.
Remotely control servers and desktops as required while troubleshooting tickets.
Place hardware and software service calls with vendors as required.
Monitor and initiate batch processing or work requests as required.
Perform gaming system audits.
Handle onboarding and offboarding.