Main Console Operator

Job#: 3045642

Job Description

• Team Information:

The Main Console Operations (MCO) team falls under the Commonwealth of Kentucky Executive Branch, Finance and Administration Cabinet, Commonwealth Office of Technology (COT), Enterprise Operations & Monitoring (EOM) Branch.

The MCO's mission is provide constant monitoring of the COT information technology assets twenty-four (24) hours per day - seven (7) days a week and is the lead for the operations of the COT data center. In addition, the MCO is the primary contact for receiving reports of network issues of the Commonwealth's sites and performs as the service desk outside normal work hours.

• Position Information:

Work Schedule (40-hours per work week)

o 3rd Shift Scheduling (30-minute unpaid lunch). Please note the days and hours may change slightly for team coverage but will still follow typical 3rd shift hours.

o Monday: 10:30 PM - 9:00 AM (10-Hours)

o Tuesday: 10:30 PM - 9:00 AM (10-Hours)

o Wednesday: 10:30 PM - 9:00 AM (10-Hours)

o Thursday: 10:30 PM - 9:00 AM (10-Hours)

Work Location & Environment

o Location: 101 Cold Harbor Drive, Frankfort, KY 40601

o Work Type: On-site - telework not authorized.

o Environment: Open office concept with shared workstations.

o Attire: Business Casual - jeans are authorized.

o Note

The MCO supports operation of critical infrastructure of the Commonwealth of Kentucky and does not close for weather related issues.

No direct interaction in official capacity with the general public in this position.

This position will require an additional orientation and training period of at least one (1) week on 1st shift.

• Responsibilities and Duties:

Monitoring of the COT and other Commonwealth of Kentucky Executive branch information technology assets through web-based and other computer-based tools.

Creating, updating, and providing detailed notes of incident tickets and tasks arising from issues found during the monitoring activities, site network outages, and other user/agency issues related to COT services and activities.

Verbal and electronic communications with various Commonwealth, county government, and other governmental agencies attached to the Executive Branch of the Commonwealth.

Monitor the status for the COT Data Center including the environmental conditions of the center.

Control access to the COT Data Center through creation of access request, processing of visitors to restricted areas, and providing escorts into the restricted areas.

Provide Tier 1 level customer support for Information Technology (IT) related as required.

Initiate escalation activities as required to support the resolution of issues and keeping detailed notes in the ticketing system used by the COT.

Safeguarding and proper use sensitive information and equipment preventing the loss and/or unauthorized distribution of that information/equipment.

Following official policies, procedures, laws of the EOM, COT, and Commonwealth of Kentucky - including federal guidelines, requirements, and laws as required.

Support physical changes and maintenance of the CDC.

Other duties and assignments in the support of the EOM, COT, and Commonwealth of Kentucky official activities.

• Required Skills and Abilities:

Experience as a Desktop Support technician or other IT support with experience diagnosing and resolving technical issues with hardware and software systems, providing general IT support duties with excellent troubleshooting skills.

Reliable attendance.

Intermediate computer skills

o Windows Operation Systems (OS).

o Basic Windows OS networking tools with command prompt or PowerShell.

o Microsoft 365 Copilot application experience (Outlook, Teams, Word, Excel, SharePoint, PowerPoint).

Customer service skills with strong verbal and professional correspondence abilities.

Ability to learn new skills and follow procedures as it relates to the MCO.

Work in a team environment with limited direct supervision.

Self-motivated and detailed oriented attention to work assignments.

Able to adjust work schedule to provide coverage of the MCO in limited cases.

Ability to pass law enforcement conducted background check per COT and IRS requirements including fingerprinting.

• Additional Desired Skills and Abilities:

Experience with creating tickets, request, and logging notes into IT Service Management (ITSM) ticketing system.

Data center operations experience.

Experience with interacting of enterprise IT management and monitoring systems (active directory, Dynatrace, ServiceNow, Windows System Center).

Programming experience with a focus in JavaScript and TypeScript. Understanding fundamentals of database operations and Application Programming Interface (API) interactions.

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