Technical Systems Analyst

Oneida Innovations Group • Verona, NY

1d

About The Position

The Technical Systems Analyst proactively supports operations functions by continually assessing computer-system performance and assisting with issue resolution. The role supports the startup, monitoring, control, and shutdown of computer-system operations using computer or administrator consoles, equipment consoles at remote sites, and other control or monitoring units. The analyst maintains system operating parameters and standards, troubleshoots issues proactively to limit business impact, and supports the development and timely updating of operations procedures and manuals.

The analyst follows standard operating policies and procedures for system management, ensures scheduled backups are completed and backup tapes are rotated for offsite storage, and performs first- and second-level support. Responsibilities include opening, resolving, and escalating trouble tickets in accordance with the support model and service-level agreements; remotely controlling servers and desktops during troubleshooting; and placing hardware and software service calls with vendors. The role also monitors and initiates batch processing or work requests, completes gaming-system audits, and handles employee onboarding and offboarding.

This is a 24x7 support position requiring flexibility to work any shift. The job description is intended to illustrate the position's duties and is not an exhaustive statement of its essential functions.

Requirements

• A 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 range of computer-user difficulties.
• Excellent troubleshooting skills and the ability to recognize when an issue should be escalated 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 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 such as Outlook, Citrix MetaFrame, Windows Terminal Services, Active Directory, NDS, and virus scanning (local and server-based).
• Knowledge of end-user device hardware support, including PCs and components, monitors, keyboards, mice, drivers, firmware, printers, and laptops.
• Detail orientation and ability to work effectively in a multitasking environment.
• Understanding of VPN and TFP.
• Understanding of incident management and response.

Nice To Haves

• Some type of industry certification.
• Experience working 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 the startup, monitoring, control, and shutdown of computer-system operations using computer or administrator consoles, remote-site equipment consoles, and other control or monitoring units.
• Assess computer-system performance and help maintain operating parameters and standards, making corrections or improvements as needed.
• Use proactive troubleshooting techniques to resolve issues quickly and limit their impact on business operations.
• Support the development of operations procedures and manuals, and update them in a timely manner when changes are implemented.
• Establish and follow standard operating policies and procedures for managing systems.
• Ensure backup schedules are processed, data backups run as scheduled, and backup tapes are rotated for offsite storage; perform tasks needed to protect the organization.
• Provide first- and second-level support for systems and open, resolve, or escalate trouble tickets according to the support model and service-level agreements.
• Remotely control servers and desktops as required while troubleshooting trouble tickets.
• Place hardware and software service calls with vendors as required by the support model.
• Monitor and initiate batch processing or work requests as required.
• Complete gaming-system audits.
• Handle employee onboarding and offboarding.

What This Job Offers

• Job Type: Full-time