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Robert Half – Help Desk Analyst (scroll down for more info)
Great River Energy – Operations Analyst (scroll down for more info)
Mystic Lake Casino - IT Service Desk Supervisor - IT Business Systems Engineer - IT Development and Data Management Supervisor (scroll down for more info)
Great River Energy – Operations Analyst
(2 Positions Available)
These positions are located in Elk River, MN.
Participation in an on-call rotation schedule is required.
“Awesome work environment!”
“Great company, great benefits; a place to be proud of.”
These are a couple quotes from our employees at Great River Energy. As a consumer-owned generation and transmission company, we are Minnesota’s second largest electric utility.
We currently have 2 openings for an Operations Analyst within our Information Technology Division. These positions ensure overall quality and stability of our operating environment by monitoring, analyzing and coordinating resolution to network, system, and application performance issues and security events.
The selected candidates will utilize various monitoring and management tools for event detection, problem identification, trend or historical analysis, pro-active research, and for corrective or remedial actions where appropriate. They will coordinate issue resolution and communication for all incidents and changes following procedures and ensuring adherence to service level agreements using our Maximo/Tivoli ticketing system. They will also review, evaluate, and recommend additional monitoring, new tools, and new techniques to promote proactive response and preventative maintenance.
To qualify, you must have the following:
· Bachelor’s degree in a technology related field and 3+ years of experience in IT operations OR 2+ years post high school education in a technology related field and 5+ years of experience in IT operations.
· Excellent written and oral communication and interpersonal skills with demonstrated ability to relate complex technical issues to non-technical audiences.
· Advanced knowledge of Change Management and Incident Management terms, procedures and objectives.
· Experience in application, system, and network monitoring and incident response.
· Proven operations problem management skills with the ability to perform root cause analysis to proactively identify patterns and prevent future problems.
· Proficient in managing multiple projects and tasks with changing priorities and remain calm in high pressure situations.
· Knowledge of operating systems (Windows, Linux, VMWare) and server and storage concepts (SAN principles, high-availability, clustering).
· Network troubleshooting skills. Working knowledge of WANs, LANs, routing protocols, SNMP, Internet Protocol Suites and Cisco networking equipment.
· Knowledge of SONET, TDM and RF network transmission systems and integration of these technologies in a large-scale, complex, regional network is a plus.
· Formal ITIL training and experience with SolarWinds Orion tool suite is preferred.
For more information about Great River Energy please visit our website at www.greatriverenergy.com. Qualified professionals will find we have a lot to offer: competitive salaries, continued education, an on-site workout facility, generous retirement plan, along with many more benefits. To apply, please send, fax, or e-mail your resume with salary requirements by April 26, 2012 to: Human Resources, Job #1194 & #1203, Great River Energy, 12300 Elm Creek Boulevard, Maple Grove, MN 55369-4718. Fax: 763.445.5085. Careers@GREnergy.com. An EEO/AA Employer. Please no agency calls.
Mystic Lake Casino
IT Development and Data Management Supervisor
Robert Half Technology has a client with ongoing help desk analyst positions in a Western Suburb.
Primary Responsibilities:
- Proficiently manage the resolution of inbound Password Reset calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal.
- Affectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.
- Diagnose security issues; perform Domain, system and application password resets.
- Accurately, quickly, and efficiently record all interactions with customers in an incident management tracking tool.
- Follow policies and procedures regarding the safeguarding of sensitive information, such as PHI/PII and access to corporate systems.
- Escalate high priority, high impact issues to the internal support teams.
- Use an issue knowledge base to effectively resolve and assign issues to the appropriate support group.
- Use remote control tools to assist customers when needed.
- Work in a high volume call center environment that operates 24x7x365.
Qualifications
- Experienced as a Call Center representative, devoted to providing technical helpdesk services, in which all issues were reported by phone, and performance was measured through Call Center metrics. (I.e. First Call Resolution, Adherence, Call Handle time, Quality) .
- Must be able to type and transcribe customer requests and issues during the phone conversation .
- Experience in a call center environment where success was gauged by balancing call handle time and first call resolution.
- Experience ,with resetting Active Directory passwords, various applications or systems, and verifying permissions.
Assets
- Experience using an incident or call tracking system.
- Experience working with a knowledge base or knowledge tool.
- Experience using and supporting IP phone systems.
- Knowledge and experience supporting Windows 7 a plus.
If you are interested in hearing more about this position, please call Rachel Doane or Karen Kennedy at (952) 831-6888.