Job Description for the IT Support Analyst - Critical Systems Desk

Job Title:  IT Support Analyst

Location:  Birmingham, Alabama (APC Headquarters & Energy Center Colonnade)

Job Summary

We are seeking a dedicated IT Support Analyst to join our team. 

This position is responsible for monitoring, diagnosis, and front-line problem resolution of computer systems for Fleet Operations & Trading. These systems include several business-critical applications & services. The Critical Systems Desk coordinates second level escalation with Technology Organization personnel for extended business hours. The successful candidate will be conscientious to the success of technology organization and business partners.

This is a night-shift role. Schedule is subject to change. Typical schedule as follows:

2 Weeks, M-F:             4 PM – 4 AM   (Night Shift)

2 Weeks, M-Tu:           4 AM – 2 PM   (Day Shift/Training)

Rotating On-Call Coverage: 1 Weekend / 4 Weeks, 4 AM Sa – 4 AM M

Job Requirements (Education, Experience, Knowledge, Skills)

• Required: Formal education in Computer Science, MIS, or a related field, or equivalent experience in real time systems environments and technologies. 
• Preferred: A four-year college degree with a major in Computer Science, MIS, or related field.
  
• Required: Excellent interpersonal, sociable skills and the ability to communicate effectively in both an oral and written manner.
  
• Required: Fundamental knowledge of Windows based operating systems.
• Preferred: Fundamental knowledge of Solaris or other UNIX based operating systems.
• Preferred: Fundamental knowledge of relational database systems like SQL Server and Oracle.
• Preferred: Fundamental knowledge of distributed computer networks including but not limited to: routers, switches, hubs and firewalls.

• Required: Ability to follow & properly apply both Technology Organization Change Management and Critical Systems Desk procedures.
• Required: Ability to prioritize tasks based on criticality and operational impact.
• Required: Ability to build & maintain relationships with key customers and Technology Organization groups: EMS Support Center, TO Service Desk, and Infrastructure Operations Center (IOC).
• Required: Ability to work weekends as a part of rotating shifts.

Major Job Responsibilities

• Monitoring of business-critical systems and real-time data for health and availability.
• Front-line problem resolution and second level escalation coordination.
• Facilitate planned outages between business partners and Technology Organization.
• Communicate & coordinate outages & events external to the organization that may impact Operations & Trading.
• Support for workstations, printers, and other devices in Operations & Trading 
• Conscientious problem ownership and resolution coordination.
• Track and document incidents to aid in metrics and reporting.
• Provide input to the team Supervisor on continual process improvement.
• Deployment of application code to Windows servers.
• Participate in the maintenance and testing of Commercial Operations Business Continuity and Disaster Recovery processes.

This position falls under the company’s Insider Threat Program and will have access to, and control over sensitive data, systems or assets. Enhanced personnel screening, which includes a background review, drug screen and psychological assessment, will be required if you are selected for this position