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Command Center Technician (Data Center)

Location: Memphis, TN, United States
Job # 10549117
Date Posted: 03-07-2018
Command Center Technician (Data Center)- Memphis, TN 38118
Contract (potential extension)
Pay: $18-$19/HR

Must be open to mandatory OT to cover shifts and be available to assist with coverage on other shifts.

*First 3 weeks of training will be M-F 6am-2:30pm then transitioning Sunday-Thursday 6am-2:30pm

About the company 
A leading provider of revenue and payment cycle management and clinical information exchange software solutions, connecting payers, providers, and patients in the U.S. healthcare system.

Job Description
As the Command Center Technician you are the first point of contact for end users. You will be responsible for recording the details of reported IT service issues and service requests and working to either restore service as quickly as possible or alerting and/or escalating them to the appropriate specialist support groups. 

Daily Tasks:
  1. Monitors all production environments on an hourly/daily basis for production related outages/errors via provided monitoring tools
    1. Identify monitoring deficiencies
    2. Troubleshoot systems/applications using basic network troubleshooting commands such as PING, TRACEROUTE, TELNET, and NSLOOKUP
    3. Effectively provide/communicate troubleshooting results to other Support Teams who have been engaged
    4. Request payers/processors and vendors to escalate issue per standard operating procedures
    5. Escalate outages, internal issues, and critical application to sensitive customer per department standard operating procedures
    6. Ensure incident tickets are updated timely, documented properly, and communicated to the interested parties and management
    7. Effectively relay alerts and troubleshooting performed to Support Teams when they are engaged
    8. Complete turnover documentation for oncoming shift to communicate current or significant issues incurred during the previous shift
    9. Follow standard security procedures for reporting security issues, monitoring cameras, media security, and ensuring log entries for all personnel
    10. Oversee release/change management activities and document all exceptions to change process
Job Requirements:
  1. Associate’s degree (preferred)
  2. One+ years of IT experience in a customer service or IT service desk role – must have solid understanding of basic troubleshooting
  3. Basic knowledge of UNIX and Windows commands
  4. Computer software and hardware troubleshooting knowledge and experience
  5. Technical software and hardware certifications preferred
  6. ITIL v3 Foundation Certification preferred 
  7. Professional telephone and customer service skills
  8. Excellent troubleshooting skills
  9. Ability to learn new technology and applications
  10. Solid written and oral communication skills
Please respond with your resume saved as a word document to be considered.
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