The team provides 24/7 monitoring of critical IT systems and data center operations and serves as a primary point of contact for network and technology-related issues outside of normal business hours. The Main Console Operator will monitor enterprise systems, respond to alerts and outages, provide Tier 1 technical support, document incidents, and escalate issues when necessary.

Work Schedule

Third Shift - 40 Hours Per Week

• Monday: 10:30 PM - 9:00 AM
• Tuesday: 10:30 PM - 9:00 AM
• Wednesday: 10:30 PM - 9:00 AM
• Thursday: 10:30 PM - 9:00 AM
• 30-minute unpaid lunch

Schedule times may occasionally be adjusted slightly to ensure team coverage but will remain within typical third-shift hours.

• Fully onsite; telework is not authorized.
• Open-office environment with shared workstations.
• Business casual attire; jeans are permitted.
• This team supports critical infrastructure operating 24 hours a day, 7 days a week and does not close due to weather-related conditions.
• The selected candidate will complete an initial orientation and training period of at least one week during first-shift hours.
• This position does not involve direct interaction with the general public in an official capacity.

Responsibilities

• Monitor enterprise IT infrastructure, systems, applications, and services using web-based and computer-based monitoring tools.
• Identify potential system, application, network, and infrastructure issues through proactive monitoring.
• Create, update, and maintain detailed incident tickets and service requests related to system alerts, network outages, user issues, and other technology events.
• Provide clear and detailed documentation of troubleshooting activities, findings, actions taken, and escalation efforts.
• Communicate verbally and electronically with internal teams, government organizations, technical personnel, and other stakeholders regarding technology incidents and service interruptions.
• Monitor the operational and environmental status of the client’s data center.
• Assist with controlling access to restricted data center areas, including processing access requests, assisting authorized visitors, and providing escorts when necessary.
• Provide Tier 1 IT support for hardware, software, network, system, and user-related issues.
• Perform initial troubleshooting and initiate escalation procedures when an issue requires additional technical support.
• Track escalated incidents and maintain detailed notes within the client’s IT Service Management system.
• Safeguard sensitive information, systems, and equipment and help prevent unauthorized access, loss, or distribution.
• Follow established IT policies, security procedures, operational standards, and applicable regulatory requirements.
• Assist with physical changes, equipment maintenance, and other operational activities within the data center environment.
• Perform additional duties supporting enterprise IT operations as needed.

• Previous experience as a Desktop Support Technician, Help Desk Technician, IT Support Specialist, NOC Technician, or similar IT support professional.
• Hands-on experience diagnosing and resolving hardware and software issues.
• Strong technical troubleshooting and problem-solving abilities.
• Working knowledge of Windows operating systems.
• Familiarity with basic Windows networking and troubleshooting tools using Command Prompt and/or PowerShell.
• Experience with Microsoft 365 applications, including:
• Outlook
• Teams
• Word
• Excel
• SharePoint
• PowerPoint
• Microsoft 365 Copilot
• Strong customer service and interpersonal skills.
• Professional verbal and written communication abilities.
• Strong attention to detail, particularly when documenting incidents and troubleshooting activities.
• Ability to learn new technologies, procedures, and monitoring systems.
• Ability to work effectively within a team while requiring limited direct supervision.
• Self-motivated, dependable, and capable of maintaining reliable attendance.
• Ability to occasionally adjust work hours when necessary to support team coverage.
• Ability to successfully complete a required background investigation and fingerprinting process.

Preferred Qualifications

Experience in one or more of the following areas is highly desirable:

• IT Service Management (ITSM) systems and ticket creation/documentation.
• ServiceNow or similar ITSM platforms.
• Network Operations Center (NOC) or enterprise IT operations.
• Data center operations.
• Enterprise infrastructure monitoring.
• Active Directory.
• Dynatrace or similar application/infrastructure monitoring platforms.
• Windows System Center or similar enterprise management tools.
• JavaScript and/or TypeScript programming.
• Database operations and relational database fundamentals.
• Application Programming Interfaces (APIs) and system integrations.

ind, * Bachelor’s (Preferred)

Experience:

• IT: 2 years (Required)

4.14.1 out of 5 stars Frankfort, KY 40601 $21 an hour - Contract, Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, Quantam Solutions provides IT solutions and consulting for various clients. We offer competitive hourly wages, health benefits, paid time off, and a 401(k) plan. Our client is seeking a Main Console Operator to join its Enterprise IT Operations team. This position supports a mission-critical technology environment responsible for the continuous monitoring and operation of enterprise IT infrastructure. The selected candidate MUST be willing to work 3rd shift hours., * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance