ASSOCIATE SYSTEMS SPECIALIST - IT Support Desk

“Want to know what it’s like to work in IT at The Home Depot?”

POSITION PURPOSE -
This position serves as second point of contact for the stores for support of all store applications, hardware and front and back end systems. The resource works directly with store associates to resolve technical system and hardware issues. This operationally focused position monitors and supports end-user hardware and software applications. Routine support procedures are typically followed to address end-user requests.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -

• 20%:Investigate, diagnoses, and takes prescribed actions on all operational events, alarms and incidents escalated from level 1 support technicians based on mean time to recover service levels and incident severity.
• 10%: Participates on business impacting incidents and problem management (high number of repeat incidents) support activities with the main goal of assisting in the diagnostics of the error logs in order to recover services quickly.
• 20%: Develop, implements and operate all network\system infrastructure and procedures; Perform scheduled Preventive maintenance such as (file system cleanup, rack realignment, support tools client upgrades, backup job failure remediation.
• 10%: Ensure that all routine maintenance tasks (security patch management, firmware updates, etc.) are completed on all operational infrastructures.
• 10%:Monitor and manage batch schedules to ensure service levels is being delivered on a daily basis Maintains all operational documentation, processes, and (management and diagnostic) tools ensuring that spares are maintained at the agreed service
• 10%: Ensures that all infrastructure equipment is maintained according to policies and recommendations and perform regular checks on infrastructure.
• 10%: Develop automation tools using standard scripting languages Powershell(Windows), Kornshell (Linux), TcL (Cisco) and REXX(MVS) to improve stability and increase efficiency of system
• 10%: Implement Low Impact infrastructure\application changes such as upgrades and patching of operating systems and non-business critical applications.
  
  NATURE AND SCOPE -
  Position Reports to: IT Supervisor
  
  No direct responsibility for supervising others.
  
  ENVIRONMENTAL JOB REQUIREMENTS -
  Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

EDUCATION REQUIRED - The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

YEARS OF RELEVANT WORK EXPERIENCE - 07

PHYSICAL JOB REQUIREMENTS - Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

ADDITIONAL QUALIFICATIONS - Bachelors Degree is preferred. Knowledge of Network Switches, Routers, Firewalls, and Access Points Knowledge of Operating Systems (Windows, UNIX, and IOS) Knowledge of Server Hardware Knowledge of Host Systems Knowledge of Storage Area Networks (SANs)

PREFERRED QUALIFICATIONS -

Associate' s degree or higher in a technical field of study
Two years of experience in an IT support call center environment
Technical Certifications such as A+
Working knowledge of MS Office and Windows OS
Other technical knowledge or experience with technical systems which could include; supporting end users through PC, Network, Software or server support
Experience in handling incidents that have a large scope of impact
Good verbal and written communication skills
Problem solving and analytical skills
Ability to multi-task

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES - Maintaining a high degree of technical competence and knowledge that involves the understanding of concepts and facilities utilized in support of computer and network systems. Ability to communicate effectively with all levels of personnel, both verbally and in writing. Ability to quickly analyze and resolve systems problems as they occur. Ability to utilize operational experience and knowledge to effectively write methods, standards and procedures in a clear and concise manner to ensure ease of use. Ability to verbally communicate with all levels of associates within the organizations.