Comptroller - System Support Operations Specialist III

Information Technology Division Opportunity

We're seeking a motivated and eager individual to join our Information Technology division, operating in a 24/7/365 environment. Responsibilities include collaborating with a team to produce confidential print reports, developing print reports, performing quality control measures, and managing and monitoring thousands of mainframe jobs. This role offers the opportunity to train and work with multiple IT teams, facilitating growth and advancement opportunities for your skillsets and interests.

If you thrive in a team environment, demonstrate initiative, can work day/evening shifts, and pride yourself on quality work, apply today!

Work Hours: Client Service and Operations is a 24 X 7 and#8211; 365 days a year shop. Day shift work hours may vary based on position. Examples of operational positions are 5:45 AM to 6:15 PM and Night Shift work hours are from 5:45 PM to 6:15 AM and include two weekdays off each week and a three-day weekend off every other week on a rotational basis. While other positions can be Mon - Friday 6am - 6pm for a duration of an 8-hour shift. This position does require on call services. Hours may change based on business need.

Qualifications: Minimum Qualifications:

• Graduation from an accredited college or university with an associate’s degree.
• Two (2) years of work experience in an IT operations environment, including Customer Service Support answering customer calls, working in a large printshop (over 500 prints a day), working in a mainframe environment or working desktop support.

Preferred Qualifications:

• Graduated with an Associate’s degree in Computer Science, Computer Information Systems or Management Information Systems.
• Working in Win 11 or most current version.
• Office 365 or most current version.
• Experience working in customer service environment supplying reports to customers.
• Experience in a mainframe environment.
• Experience in printing machinery that requires performance of preventive maintenance.
• Experience maintaining and servicing peripheral devices.
• Experience in handling secure documents

Licenses/Certifications (Preferred):

• Help Desk Analyst
• Control M Technician
• CA View Administration

In this role you will:

• Provides technical support for hardware software and applications.
• Answers and tracks customer calls and issues via an automated tracking tool.
• Determines support requirements for the location, devise installation, and operation of IT Equipment and systems.
• Coordinates with Information Technology sections to determine issues and resolutions.
• Coordinates with peers and customers to provide status of assigned tickets and print reporting.
• Coordinates with vendors to support IT hardware and software including but not limited to Xerox and IBM printers and peripheral devices.
• Communicates information to customers, including job status, print status and completes required logs for tracking.
• Implements, schedules and coordinates production and user testing.
• Implements customer approved jobs, hardware, and software.
• Performs preventative maintenance on equipment according to contractual agreements with vendors, follows proper chemical handling procedures and investigates, researches and troubleshoots unusual and technical production problems.
• Assists in notifying maintenance personnel for problem resolution.
• Analyzes work production and reports failures and/or abnormalities for ensuring proper procedures for various outputs are followed.
• Provides quality customer service for all customers in resolving problems, ensures customer satisfaction and documenting the reported problems using service desk tickets, and/or status reports.
• Assists with Implementation and configure Control-M application-related functionality and the associated Control Modules.
• Creates reports using the CONTROL-M/EM Reporting Facility, ServiceNow, and CA-Web Viewer.
• Provides the Master Schedule of mainframe prints to tax divisions.
• Coordinates with divisions on print issues and distribution of confidential prints and sensitive documents.
• Evaluates and recommends actions on testing and certification of hardware upgrades, Reports print problems, maintains documentation regarding problems and resolutions.
• Notifies management of problems with processing and follows standards and procedures in correcting the problem or in transferring to the appropriate personnel for corrective actions.
• Develops and documents Standard Operating Procedures.
• Schedules and completes hardware and software system implementations and maintenance.
• Administers and adjusts hardware and software to fit within the agency guidelines.
• Troubleshoots and takes corrective action for any problems involving Control-M.
• Responsible for the ordering of supplies and warrants for the mainframe area.
• Research new equipment that will fit within the agencies structure.
• Research outside sources for known solutions to increase agency knowledgebase.
• Analyzes and tests new procedures.
• Ensures proper security measures are used with CPA and non-CPA personnel (badges and logbook sign ins) and monitors and responds to fire and weather alarms, bomb threats, and power outages with existing operating procedures.
• Reviews and provides recommendations regarding the procurement of information technology equipment.
• Performs other related duties as assigned.