PAY GRADE: 26N

DEADLINE: January 21, 2019

CONTEXT OF THE JOB:

Computer Operator (various levels), IT Network & Systems Services

The IT Network and Systems Services (NSS) Infrastructure group is responsible for the operation, maintenance, support, and growth of networking, telecommunications, and the central computing systems. The University's central computing systems include enterprise class client/server, data storage and retrieval systems, web, learning management, and e-mail servers. There is a large volume and variety (servers, routers, firewalls, switches, and networked UPSes) of central systems along with the datacenter environmental systems and departmental systems backed up by IT located in the computer room of the Computing Center.

Under general supervision, the Computer Operator operates administrative and academic central systems and IT hosted computers and associated peripherals running under various operating systems. The principal emphasis is on operating computers and peripherals within established guidelines, monitoring all systems including environmental variables and reporting the nature of errors or problems. The incumbent interfaces with a diverse group of people including IT staff, campus clients, and outside vendors. The Computer Operator is considered essential personnel and the computing center is staffed twenty-four hours every day of the year. The regular work schedule for this position is for second shift from 3:30pm until 11:45pm from Sunday - Thursday or Tuesday - Saturday depending on shift availability.

RESPONSIBILITIES:

Entry level work responsibilities:

• Monitors operation of multiple systems and reports any errors or atypical responses. Follows documented procedures. Runs, monitors, and verifies correct completion of administrative production jobs run in batch mode. Collaborates with appropriate personnel (IT staff, IT consultants, vendors, and campus clients) during shift regarding problems and issues.
• Operates and maintains peripheral equipment such as laser printers, scanners, and sealers.
• Maintains records and documentation regarding shift work responsibilities, e.g. updating daily shift and scanner logs, writing problem and production bug reports, etc.
• Monitors machine room environmental systems (including HVAC, fire alarm system, UPS, and generator), documents and reports errors, addresses and follows up on problems.
• May assist with the inventory, monitoring, rotation, and documentation of media backup.
• Provides after hours and weekend support for the IT Support Center which includes escalating reported problems to the appropriate staff and updating the Support Center's web site and voicemail with emergency status information.
• Responsible for the security of the computer room at all times. Oversees deliveries of all computer room related equipment to the building which includes verification, acknowledgement, and assisting with product storage.
• Establishes and maintains appropriate working relationships with colleagues and clients and follows University and department policies and procedures governing IT efforts. Sets performance goals and achieves them on a regular basis.
• Develops familiarity with all the activities of computer operations.
• Participates in internal and external training programs.
• Upper level work responsibilities:
• Monitors operation of multiple systems and network infrastructure and comprehensively reports any errors or atypical responses. Interprets console messages including recognizing current error status codes and taking appropriate action, and recognizing potential or future problems and offering viable solutions. Follows documented procedures. Runs, monitors, and verifies correct completion of administrative production jobs run in batch mode. Promptly notifies and collaborates with appropriate personnel (IT staff, IT consultants, vendors, and campus clients) during shift regarding problems and issues.
• Operates and maintains peripheral equipment such as laser printers, scanners, and sealers. Resolves problems with scanning service when possible and communicates with IT colleagues when appropriate. Contacts vendor for equipment repairs.
• Maintains records and documentation regarding shift work responsibilities, e.g. updating daily shift and scanner logs, writing problem and production bug reports, etc. using appropriate and correct English, spelling, grammar, and punctuation. Uses personal computing hardware and software in performing these duties (documentation, reporting, scheduling, and user support).
• Provides for a smooth shift change by adequately transitioning all activities to the next shift operator and detailing what problems and issues occurred during the shift.
• Monitors machine room environmental systems (including HVAC, fire alarm system, UPS, and generator) for proper temperature, humidity, and power controls, comprehensively documents and reports errors, and thoroughly addresses and follows up on problems in a timely manner.
• May assist with the inventory, monitoring, rotation, and documentation of media backup (media library functions).
• Provides after hours and weekend support for the IT Support Center which includes escalating reported problems to the appropriate staff and updating the Support Center's web site and voicemail with emergency status information.
• Responsible for the security of the computer room at all times. Oversees deliveries of all computer related equipment to the building which includes verification, acknowledgement, and assisting with product storage.
• Provides assistance and guidance to and trains Computer Operator I staff.
• Establishes and maintains appropriate working relationships with colleagues and clients and follows University and department policies and procedures governing IT efforts. Deals with confidential issues (payroll) using discretion and judgment.
• Knowledgeable about all the activities of computer operations. Demonstrates good judgment in all aspects of work based on experience with and knowledge of operations. Keeps technology skills up-to-date. Participates in internal and external training programs. Learns new or modified procedures, new software and how to operate new equipment. Sets performance goals and achieves them on a regular basis.
• Responsible for maintaining consistent, punctual, and regular attendance due to the nature of shift work and operations coverage requirements.

QUALIFICATIONS:

Entry Level Requirements:

• Minimum of a high school diploma or GED and at least six months experience operating a computer.
• Experience in a higher education computing facility preferred.
• Experience using a personal computer with Windows operating systems.
• Effective oral and written communication skills.
• Ability to follow verbal and written instructions.
• Ability to communicate and interact well with people of all ages and diverse backgrounds.
• A desire to learn new skills is a plus.

Upper Level Requirements:

• Minimum of a high school diploma or GED and two years' experience using computing technology in a work environment.
• Knowledge and understanding of all activities involved in computer operations.
• Experience operating computing system peripheral equipment.
• Experience with monitoring system software.
• Experience using a personal computer with Windows operating systems.
• Effective communication and organization skills.
• Ability to follow verbal and written instructions.
• Ability to organize and prioritize jobs to be processed.
• Ability to communicate and interact well with people of all ages and diverse backgrounds.
• General mechanical aptitude.

SPECIAL REQUIREMENTS:

• Ability to lift and move, with or without assistance, computer equipment and supplies weighing up to 50 pounds, dexterity to set up, operate and troubleshoot computers and associated peripherals.
• Ability to work an entire shift alone and remain on-site for entire shift due to building security requirements.
• Flexibility regarding work schedule changes due to holidays, vacations, extreme weather, etc. Shift flexibility may include working an unexpected shift and working extended hours.

Equal Employment Opportunity

The University of Delaware is an Equal Opportunity Employer which encourages applications from Minority Group Members, Women, Individuals with Disabilities and Veterans. The University's Notice of Non-Discrimination can be found at http://www.udel.edu/aboutus/legalnotices.html

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