Scope:

Pomeroy is seeking candidates to work within the support operations division with Berkshire Hathaway Energy providing computer operations incident and problem resolution in a multi-platform, enterprise 24 x 7 environment. This position will performing front-line event management for all information technology business critical applications, servers, peripherals, telecommunications, mainframe, desktops, laptops, and mobile devices. 

General Conditions for the Client

Candidate will be performing proactive monitoring of the health performance capacity and availability of the environment.

Ensure continuous uninterrupted service by responding to and diagnosing first and second tier incidents through troubleshooting and analysis independently or with other information technology support personnel on server, network, PC, or mainframe applications and hardware systems. Involves problem recognition: research, isolation, response, and resolution.

Monitor all information technology systems, networks devices, and facilities to proactively identify service impacting events. Provide frontline response to alerts; analyze, diagnose and resolve incidents utilizing knowledge base and a variety of hardware and software diagnostic/testing tools and techniques.

Confer with internal and external Technical Support staff including vendors and carriers when necessary to work on effective hardware, software, and associated peripheral devices including voice and data circuits.

Utilize technical and troubleshooting skills to work directly with cross organizational teams and external resources to provide timely resolution to incidents with service level agreements (SLA’s).

Prioritize actions required on concurrent events identified through automated alerts, monitoring, or direct contact by a company work group, internal or external technical service providers, or external business partners.

Provide after-hours customer/employee support for BHE service desk