This job description is split into 5 areas of responsibility:

• Ticketing & Troubleshooting
• Maintenance
• Development & Provisioning
• Documentation
• Backup
• Vulnerability Management and Security Configuration

Ticketing and Troubleshooting

• Respond to and work to resolve tickets in the IT Support ticketing queue within established SLAs.
• Respond to and work to resolve tickets in the FTP Support ticketing queue within established SLAs.
• Provision new laptops and workstations according to applicable roles and checklists.
• Other tasks as assigned

Maintenance Duties and Responsibilities

• Perform corrective procedures to ensure sufficient disk space is available on monitored volumes:
  • Replace disks
  • Expand volumes
  • Re-provision volumes
  • Install new storage
  • Delete unnecessary files
• Perform corrective procedures to ensure that monitored RAID systems are in good health:
  • Disk replacement
  • Configuration updates
• Perform corrective procedures to ensure that SAN replication is executing as expected.
• Perform corrective procedures to ensure that database replication is current to all slave databases.
• Perform corrective procedures to ensure that all web servers and balancing configurations are performing as expected.
• Perform corrective procedures to ensure that all production-related software modules are performing as expected.
• Perform other related maintenance duties as assigned.

Development & Provisioning Duties and Responsibilities

• Develop new SDS software modules and utilities (as assigned) in order to support production, operations, and customer support.
• Configure and deploy new server hardware and virtual servers:
  • Operating system installation and configuration
  • Software services installation and configuration
  • Internet Mail/DNS/Domain controller servers
  • RCM (Jobs) servers
  • Tomcat web servers
  • Cartouche (OCR) servers
  • MySQL database servers
  • SafeClaim Servers
• Configure and deploy new storage hardware:
  • SAN members
  • Other storage resources
• Perform other related provisioning duties as assigned.

Documentation Duties and Responsibilities

• Create documentation for all hardware and software install and configuration procedures.
• If documentation for a procedure already exists, use it when performing procedures and update if necessary.
• Document the results of general troubleshooting in order to provide “lessons learned” for the future.
• Documentation should be created on the SDS Wiki 5. Perform other related documentation duties as assigned.

Backup Duties and Responsibilities

• Perform regularly scheduled external backups of critical SDS resources, to be specified in a separate document.
• Store backup disks in off-site location and rotate according to procedure.
• Perform other related backup duties as assigned.

Vulnerability Management and Security Configuration

• Remediate identified vulnerabilities in software applications, operating systems, and networking infrastructure
• Identify and remediate vulnerabilities in the QuickClaim web application, and other SDS web applications as needed
• Execute system hardening in accordance with hardening checklists and CIS profile scan results
• Suggest and implement new systems and configurations that enhance the security posture of SDS
• Remain up to date on the latest information security trends and methods

• Microsoft Windows Operations Systems (Workstation and Server)
• Linux Operating Systems
• MySQL database or similar
• Java
• Shell scripting
• Action orientation
• Task discipline
• Punctuality
• Friendliness and helpfulness

• 2 or 4 years CS or IT-related degree