Customer Support Specialist (information Services Specialist I Opt. C)

Customer Support Specialist

This position serves as a Customer Support Specialist for the Department of Innovation & Technology (DoIT), completing professional assignments of limited scope in the Enterprise Production Operation Services (EPOS)/Input Services (IS) Section. In this role you will assist higher level staff in performing multi-platform monitoring of nightly production cycles for assigned agency systems. In addition, you will assist in performing routine end of the day transaction of batch programs between mainframe and midrange systems.

Essential Functions:

• Under immediate supervision, serves as a Customer Support Specialist for the Department of Innovation & Technology (DoIT), assisting in performing professional Client Services functions and completing professional assignments of limited scope in the Enterprise Production Operation Services (EPOS)/Input Services (IS) Section.
• Assists higher level staff in performing multi-platform monitoring of nightly production cycles for assigned agency system including monitoring and troubleshooting multi-agency system programs and processing between various platforms and escalates to on-call personnel when appropriate.
• Assists with isolating user problems using diagnostic tools and gathers documentation of information for root cause analysis.
• Assists in performing routine end of the day transaction of batch programs between mainframe and midrange systems and maintains documentation on requests and incidents using appropriate reporting tools according to the procedures and standards established.
• Participates in the development of methods and procedures and training programs to improve skill levels associated with the products, services, and processes.
• Keeps abreast of new developments in the information technology field by continuing education through online training platforms, meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures.
• Performs other duties as required or assigned which are reasonably within the scope of duties enumerated above.