Computer Operations Tech II

Job Summary

Work Hours: 7am - 3:30pm CST
Work Shift: Sunday - Thursday

Responsible for all operational activities including the proactive monitoring of automated processing, monitoring enterprise application systems and/or servers via job scheduling software, creating and maintaining accurate documentation, including all job dependencies, and the development and maintenance of standard operation procedures. Assists in the resolution of application job failures per documented procedures which produces incidents in our ticketing tool (HEAT/ITSM) in conjunction with service requests. May operate peripheral equipment such as printers for weekly and monthly printing of reports.

Job Description

MAJOR RESPONSIBILITIES

• Responsible for monitoring enterprise application systems and/or servers via job scheduling software.
• Operates peripheral equipment such as printers for weekly and monthly printing of reports.
• Responsible for routine technical service on printers including loading of paper.
• Responsible for Tier 1 & 2 software and hardware support.
• Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities.
• Escalates problems to higher level technical support professionals when necessary.
• Assists in the resolution of application, hardware and software problems.
• Follow up on production control issues from daily operations turnover report.
• Performs daily handoffs to offshore associates to provide current status updates and to perform continuous monitoring of problem areas.
• The ability to identify, think through and solve problems quickly, work under pressure, and must be able to work independently with little or no supervision.
• Monitor all applications ensuring that jobs and processes are functioning as normal.
• Resolve problems by troubleshooting job failures.
• Action must be taken according to procedure per application and/or the assistance of support personnel.
• Contribute to the organizations success by working with the entire team including the Workload Automation team to ensure smooth and efficient operations.

PROBLEM IDENTIFICATION & RESOLUTION

• Monitor and respond to alarms, assess impact, troubleshoot and resolve problems. Escalate to subject matter experts when required, utilizing established guide. Provide additional information on failed job and historical executions for long running jobs.

PROFICIENCY

• Demonstrate proficiency in software and functional areas. Understand and make best use of all technical resources available.

COMPLEXITY

• Understand and support software systems and hardware technologies, requiring guidance from their lead, manager or other team members in more complex situations.

QUALITY

• Provide additional assistance and support during holidays, special projects, new or upgraded systems, and occasionally work month end weekends as assigned. Maintain and develop new processes and procedures for the Operations staff.

BREADTH

• Demonstrate & maintain knowledge in specific areas of expertise. Needs assistance from peripheral functional areas when considering impacts to the business or other applications/systems.

COMMUNICATION/ESCALATION

• Clearly explain primarily technical issues to non-technical people. Present areas of expertise to internal and external customers with guidance from team lead. Proactively participate in team setting, share information and assist others. Communicate effectively to all levels of I/S personnel as well as users. Inform the appropriate personnel and following protocol in adverse or unusual circumstances.
• Work with application support teams to determine if further escalation is required. Involve team lead or manager when external escalations of non-documented issues are required.

KNOWLEDGE, SKILLS & EXPERTISE

• Understand theoretical and practical aspects of monitoring and resolving failures in our job scheduling software tool. Maintain all aspects pertaining to operational efficiencies within the team. Primarily monitor various systems within the SAP architecture and understand how all of the components provide information for troubleshooting problems. Clean directories in Unix and maintain specific areas within in SAP. Assist in developing schedules in various time periods depending on function, but minimally maintain shop through-put schedules on daily, weekly, monthly and yearly periods. Partake in hardware and software migrations and upgrade efforts of varying sizes and complexity.
• Demonstrate hands-on knowledge and understanding of software configuration and troubleshooting.
• Continue to monitor the various platforms when needed.

CRITICAL THINKING & PROBLEM SOLVING SKILLS

• Resolve problems such as job failures, assist Operations staff in problem determination and resolution and utilize resources to find solutions to common problems.

COMMUNICATION EFFECTIVENESS

• Present areas of expertise to team members with little or no direct guidance from manager.
• Clearly explain primarily technical issues to non-technical people.
• Interpret other viewpoints and assimilates them into work processes.

SELF IMPROVEMENT

• Willingly improve performance and/or capabilities across all areas of responsibility. Utilize the team lead or manager as an identification and planning resource, as well as, additional training opportunities.

CROSS TEAM BUSINESS KNOWLEDGE

• Have a detailed understanding of a majority of the large business critical processes, and how they are interrelated to other systems and the prioritization of issues based on impact to the business and department.
• Maintain a professional demeanor at all times. Consistently interact professionally and work productively with all levels of Medline employees. Follow Medline's Code of Ethics and other corporate policies.

MINIMUM JOB REQUIREMENTS

Education

Bachelor's Degree in Computer Science, Information Systems, or other related field.

Certification / Licensure

Technical Institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience.

Knowledge / Skills / Abilities

• Intermediate/advanced level role. Provides Tier 1 & 2 support of medium to high complexity.
• Supports various systems via job scheduling application. Functions, somewhat independently, under general direction of analysts, supervisors or managers.
• Generally follows documented procedures and checklists.

Experience

• Up to 1 year of IT work experience
• 1 to 2 years of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills.

Preferred Skills

Typically has 3 to 5 years of IT work experience in computer systems or support with demonstrated working knowledge of software products and problem solving/troubleshooting skills.

Medline Industries, LP, and its subsidiaries, offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

The anticipated salary range for this position:

$30.75 - $44.50 Hourly

The actual salary will vary based on applicant's location, education, experience, skills, and abilities. Medline will not pay less than the applicable minimum wage or salary threshold.

Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average. For a more comprehensive list of our benefits please click here. For roles where employees work less than 30 hours per week, benefits include 401(k) contributions as well as access to the Employee Assistance Program, Employee Resource Groups and the Employee Service Corp.

We're dedicated to creating a Medline where everyone feels they belong and can grow their career. We strive to do this by seeking diversity in all forms, acting inclusively, and ensuring that people have tools and resources to perform at their best. Explore our Belonging page here.

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified individuals without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, neurodivergence, protected veteran status, marital or family status, caregiver responsibilities, genetic information, or any other characteristic protected by applicable federal, state, or local laws.