Job Information
One Gas IT Technician III in Wichita, Kansas
Position Description:
Monitor multiple Information Technology (IT) systems and perform incident management and/or address complex service requests related to IT systems and applications as required by position.
Ensure 24/7 availability of critical IT systems and underlying infrastructure through the use of monitoring tools, manual procedures. Engage necessary team members when issues arise.
Job shadow with various Information Technology (IT) work groups and receive formal training from application specific vendors to gain additional knowledge in multiple areas of IT including but not limited to Telecom Data, Windows Administration, Enterprise Applications, and Business Automation/Service Management as required by position.
Communicate clearly and frequently with internal and external customers regarding outages, issues, requests, and resolutions to provide a high degree of customer service/advocacy. Engage with Internet Service Providers (ISP) and 3rd party vendors for service interruptions that create risk to business operations to ensure providers and vendors are actively resolving issues.
Activate and maintain documented procedures for planned and unplanned outages, issues, and resolutions regarding critical IT systems that could impact business operations as required by position. Maintain open and effective communication with other technicians, team members, and leadership.
Respond to and provide on-site and/or remote technical support to customers with escalated system issues as required by position. Create and/or respond to IT tickets for customers who reach out directly with system issues. Provide status updates to customers as well as follow up after resolution is obtained.
Complete targeted email communication templates related to IT change controls, outages, and other critical IT information as required by position. Communicate status updates to immediate supervisor/leadership and/or other IT teams.
Triage and diagnose known user issues; escalate issues which exceed time thresholds pursuant to defined performance-based metrics.
Monitor physical inventory against Service-Now records as required by position. Ensure accuracy to decrease the risk of loss and provide accurate metrics when updates, replacements, and/or sending equipment to other work sites is necessary.
Collaborate with Business Automation/Service Management team and other IT Application/Infrastructure teams to create automation of processes for continuous improvement as required by position. Assist in identifying best practices and continuous improvement in support of client technology and processes. Through operational experience or direct requests from IT personnel, identify monitoring needs, requirements, and adjustments to enhance or create alerting for new or existing systems, infrastructure, application checkpoints, or critical integration points.
Assist in configuration of new alerts and testing to ensure accuracy and reliability of new alerts.
Position Requirements:
Provide monitoring and immediate support of critical business processes including Customer Billing, SOC activities, Customer Payments, or other identified business processes through manual testing, collaboration with support SMEs or other activities required to address impact to critical Business Processes.
Collaborate on device replacement projects throughout the year as required by position. Oversee systems patches, updates, and software/hardware changes that are relayed from Tulsa to other work locations to ensure updates are successful.
Develop IT hardware purchase plans in alignment with business needs. Oversee hardware purchases and tracking of the assets.
Identify asset management (hardware and software) best practices and implement as appropriate.
Serve as escalation point for resolving complex technical issues and root cause analysis.
Regular and reliable attendance is required in performance of job.
Employee may be required to perform additional duties as assigned.
The job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of One Gas. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the agreement will apply.
ONE Gas, Inc., and its divisions will provide equal employment opportunity for qualified persons without regard to sex, race, religion, color, national origin, ethnicity, age, sexual orientation, gender identity or expression, disability, military status or genetic information.
Job ID: 5875
Functional Area: IT
Position Type: Full-Time Regular
Relocation Provided: No
Location: Wichita, KS
Department: IT TECH SUPPORT
Internal / External: External
Experience Required: 3 - 5 Years