IT - Computer Operations - Operations Center Technician

JOB TITLE: OPERATIONS CENTER TECHNICIAN  

STATUS: NON-EXEMPT

DEPARTMENT: COMPUTER OPERATIONS       

REPORTS TO: SUP – OPERATIONS CENTER        

JOB CODE: 1797

PAY GRADE:15H

PAY SCALE: $31.36 - $31.50 HOURLY

GENERAL DESCRIPTION

The Operations Center Technician position provides 24/7/365 network and system support and monitoring. Monitors host processing alerts, batch processes, and performs various scheduled system checks. Based on the alerts, the technician is responsible for performing troubleshooting steps or escalating the alert to the appropriate team. The technician also processes scheduled routines following prescribed scripts and standard operating procedures. Maintains and modifies production job schedules.

TASKS, DUTIES, FUNCTIONS

1. Monitor alerts, batch processes, and perform scheduled system checks. Follow documented procedures for any abnormalities and/or escalate to the appropriate group.
2. Determine severity of problem, issue, or alarm and initiates problem resolution as appropriate; following standard escalation procedures for incident/problem tracking and resolution. Interact with support personnel on incident resolution.
3. Monitors and controls computer operations workflow.  Modifies and maintains system configurations and production schedules to meet changing priorities, system capabilities and performance objectives.
4. Monitors and analyzes console instructions, queries, error messages, machine malfunctions, stops, schedules, programs and DCL information to determine proper operating procedures.  
5. Monitors and performs regular backup and restores of all data.  
6. Complete shutdown and startup procedures on the VMS host system.
7. Familiar with all normal operating procedures and capable of processing daily procedure independently.
8. Properly document issues as appropriate within turnover documents, ticketing system, and email.
9. Alternate work schedules may be required to cover for staff shortages or high volume periods.
10. Maintains a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
11. Performs other job-related duties as necessary.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS

1. Effective oral and written communication skills required to interpret, resolve, and document networking problems.
2. Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS

1. INTERNAL: All levels of staff and management.
2. EXTERNAL: Vendors.

QUALIFICATIONS

1. EDUCATION:
   1. Successful completion of High School curriculum is required.
   2. Prefer CompTIA network + certification
   3. Prefer CompTIA A + certification
2. EXPERIENCE: 
   1. One to three years of experience with data processing and operating systems concepts.
   2. One to three years of experience in a Network Operations Center (NOC) environment.
   3. Demonstrates working knowledge of VMS and DCL utilities or AIX.
   4. Demonstrates working knowledge of the job scheduling applications.
   5. Proficient working on a PC, working knowledge of MS Office, able to learn new programs quickly, type at least 35 wpm.

PHYSICAL REQUIREMENTS

1. Prolonged sitting throughout the workday to accomplish tasks.
2. This is a shift position working a day, swing, or night shift will be required.
3. Availability for emergency and on call duty 24 hours a day, 7 days a week, as needed.
4. Occasional travel may be required.
5. Lift and carry communications equipment and computer hardware weighing up to fifty pounds.
6. Corrected vision in the normal range required to configure, test, and troubleshoot network server hardware and data.
7. Hearing within normal range. 
8. Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment.
9. May work additional work hours to accomplish tasks.

LICENSES/CERTIFICATIONS

 None.

#LI-Hybrid

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE.   HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

REV. 6/23/2025