Arch Coal
  • 02-Oct-2018 to 24-Oct-2018 (CST)
  • IT - Service Desk Technician
  • St. Louis, MO, USA
  • Full Time

OVERALL JOB PURPOSE:  Position is responsible for providing support through the ACI Service Desk. Focus is to provide support with excellent customer service, satisfaction, and professionalism for ACI employees, contractors, and vendors on a 24 x 7 basis.  Resolves 1st level technical service requests and incidents regarding computer hardware, software, network, mobile devices, security, and telecommunications systems.  Escalates to 2nd level personnel after completing triage and proper documentation.  Properly utilizes a Service Desk ticketing management system to record and track activities to resolve issues. Staff serves as the primary communication center for all situations and outages that may impact Arch business operations. In addition, staff monitors the Data Center environment on a 24 x 7 basis.

 

RESPONSIBILITIES INCLUDE:

Staffing of the Service Desk

         Provide tier 1 support via telephone, desk side, remote access, and email to resolve all reported incidents and service requests on a 24 x 7 basis. Technician provides primary problem troubleshooting and documents actions in the IT ticketing system. Records root cause resolution or escalates to tier 2 IT groups as defined.

         Provide support for all peripheral equipment that is used as a complete technology solution for employees.

         Technician is responsible for the monitoring of the Data Center. Respond to environmental and utility alerts and implement corrective actions or escalations when necessary.  On-site contact for maintenance events for the Data Center.

         Perform backup media collection and transfer to offsite locations per company design. Serve as primary for file restoration for end users for all Arch locations.

Communication

         The position serves as a communication center to keep IT personnel and ACI employees informed of situations that might impact the availability of ACI business technology.

         Publish events on company portal informing users of startups, shutdowns, reboots, and system outages.

         Notify external service providers of Arch system outages and the restoration of normal operation activities.  

Business Operations

         Generate purchase orders following established workflow to requisition, order, receive and pay invoices related to normal IT purchasing processes.

         Work with Accounts Payable to ensure purchase orders match invoices and resolve discrepancies from vendor if warranted.

  

MINIMUM REQUIRED SKILLS, EDUCATION AND EXPERIENCE: 

  • Associate Degree or equivalent combination of education and/or experience.
  • Advanced knowledge of various Microsoft operating systems and Office Suite.
  • 2 years of experience with computer and server operations; hardware and software.
  • Excellent customer relationship skills.
  • Ability to communicate effectively - both written and verbally.
  • Strong analytical and problem-solving skills.
  • Must be available on a 24 x 7 rotating week basis; includes non-staffed hours, evenings, weekends, and holidays for On Call coverage.
  • Must be able to work variable shifts. Service Desk hours are 6:00 a.m. 5:30 p.m. Monday Friday.
  • Able to work outside of normal work hours to address emergencies and perform scheduled off-hour activities.

PREFERRED EDUCATION & EXPERIENCE:

  • Bachelor's degree or equivalent combination of education and/or experience.
  • Microsoft Windows and Office Certification.
  • Working knowledge of ITIL.
  • Ability to bend, crawl, and lift up to 50 lbs.
  • Experience working with third party support vendors.
  • 2 years of experience using Service Desk management software.
  • Service Desk, Network or PC/LAN certification
Arch Coal
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