Technical Support Specialist III

Job Description

Is your perfect job working in a secure data center installing new equipment and facility monitoring the State of Utah computer assets and network. Then the Department of Technology Services (DTS) has a great career opportunity for you with their Technical Support Specialist III position!

The State of Utah has a large variety of careers for people in both rural and urban areas, with all types of experiences and backgrounds who come together for a singular purpose—to work where they live, to serve the residents and businesses as well as the visitors of the State of Utah. Find your next job and grow your career while serving the State you love!

The Division of Technology Services (DTS) is looking for someone who has a comprehensive understanding of safety concerns and to provide training to less experienced technicians. As an outward facing primary contact, the Technical Support specialist III must appropriately balance transparency and security while communicating with other entities. In this position you will need a detailed understanding of many complex systems and their relationships, be able to parse complex information provided from multiple sources and a variety of outside perspectives, leverage your expert knowledge to maximize the operational effectiveness of the data center as a whole. This position requires 5 days in the office working in the Data Center at the Taylorsville State Office Building located at 4315 S 2700 W, Taylorsville, UT.

Why join our team?

We have great business partners who want to serve Utah citizens efficiently and effectively, while working within the guidance of their federal and state partners. This is an opportunity to make a difference for Utah citizens while being a pivotal part of an exciting IT team. You will receive great health and retirement benefits, such as, generous paid time off so you can spend more time with your family and have a positive work life balance. Click here to view a summary of all the benefits we offer.

The Agency

To learn more about The Division of Technology Services check us outClick here. The State's environment is a highly optimized blend of systems responsible for collecting, processing, and distributing millions of data elements every day.

Responsibilities

Position will act as a day shift Data Center Operations staff for the State of Utah Taylorsville Data Center which provides full coverage 7x24x365 including holidays, nights and weekend’s, employee may be called in to help with other shifts and projects as necessary.

Data Center Security: Employee must ensure they understand the "Data Center Security" access policy, and ensure that anyone accessing the data center is entering in accordance with the policy guidelines. This includes ensuring all that need to be signed in are signed in, and escorted if required.

Equipment install and removal: Dependability and accountability to Customers, Co-Workers, and Management in installing and removing IT equipment in a timely and safe manner

ServiceNow Tickets: Understand how to create ServiceNow requests with associated tasks for data center work orders

Staffing Coverage: Work with employees to schedule time off as requested. Ensure all employees are working holidays so the burden is not put on a few.

Daily data center functions include:

Identify and report equipment defects / system alerts.

Navigate and match documentation to locations and objects.

Report facility irregularities.

Support cleanliness standards.

Support labeling standards.

Maintain inventory.

ServiceNow communications and escalations.

Generate sensor history reports.

Rack install new equipment / remove decommissions.

Troubleshoot electrical and optical connectivity.

Primary logical configuration of new devices.

Execute corrective actions and make informed decisions to resolve tickets, make changes, restore services.

Ensure redundancy.

Incident event retrospective reporting and root cause analysis.

Oversee work performed by technicians and contractors ensuring compliance and quality standards.

Manage projects, provide estimates, mobilize and track resources and materials.

Modify, adapt, and expand resources and infrastructure to meet the needs of DGO and its partners.

Advise management and provide recommendations and forecasts.

Continuous refinement of standard processes and procedures.

Develop relationships with other teams and departments.

Define features utilizing SAFe methodology.

Continuous learning and monitoring of technology trends.

Qualifications

• Principles, theories, and practices of computer operations within a data center.

• Speak clearly, concisely and effectively; listen to, and understand, information and ideas as presented verbally.

• Follow written and/or oral instructions.

• Determine what is causing an operating error and contact responsible parties.

• Make a decision and document issues and submit tickets (ServiceNow) using DTS tracking systems.

Supplemental Information

• Employment is contingent on passing a drug screening and a background check.
• Risks found in the typical office setting, which is adequately lighted, heated and ventilated, e.g., safe use of office equipment, avoiding trips and falls, observing fire regulations, etc.
• Work requires physical exertion. May require the ability to stand; walk over rough surfaces; bend, crouch, stoop, stretch, reach, lift moderately heavy items (up to 50 lbs.) in a recurring manner and/or for long periods of time.