JOB SUMMARYThe IT Operations Specialist acts as a customer advocate, triaging and resolving issues ranging from password resets to system outages. In addition to customer facing operational support interactions, this position will work closely with the Network Engineering and Systems Engineering teams on projects and assignments.ESSENTIAL FUNCTIONS
Respond within SLA to user requests that come in via phone, ticketing system and email
Act as customer advocate, researching, troubleshooting, and pushing for thorough resolution of issues in as timely a manner as possible
Provision login accounts and IT resources for all newly hired employees as instructed by HR
Monitor network nodes and servers and troubleshoot/resolve connectivity issues and outages
Troubleshoot and repair hardware such as desktops, laptops, tablets, printers, RF devices, etc.
Document and summarize interactions with end users accurately for tracking and reporting purposes
Where applicable, provide suggestions for process and procedure improvement
Efficiently research issues encountered and effectively apply the resolution
Work with infrastructure, database, and development personnel on projects and special initiatives
Complete multiple simultaneous projects in a timely manner
Escalate issues to other teams within the IT department when required
OTHER FUNCTIONS
Communicate plans, progress, and issues in a timely manner
Coordinate tasking among peers from a shared work queue
Maintain and operate core business applications, services, hardware, endpoints
Work with third party vendors and service providers
Monitor and test system performance; prepare and deliver system performance statistics and reports
Identify trending issues and recommend changes or improvements
WORKING CONDITIONSNormal office environment, electrical hazards, overtime may be required. Limited travel. EQUIPMENT/MACHINERY USEDOffice equipment including computers, printers, telephone, fax machine, copier, hand and power tools PHYSICAL REQUIREMENTSSitting, standing, walking, occasional lifting greater than 60 lbs., repetitive motion with hands, bending, reaching, finger dexterity, visual acuity. MINIMUM REQUIREMENTS
AS (2-year) degree, with a technical major such as computer science, or more than 3 years hands on IT Operations Support experience
Must be customer service oriented with a customer-first approach. Works well with people, helpful and friendly, patient, and flexible
Must have excellent written and verbal communication skills, and the ability to explain complex IT concepts in simple terms
Experience documenting, testing, and training end users on applications and systems
Strong computer hardware, software, and troubleshooting skills
Demonstrated ability to prioritize and effectively manage multiple simultaneous projects
Ability to work a flexible schedule, including nights and weekends, sometimes with little advance notice. Limited travel in the US may be required from time to time