Information Technology Operations Specialist

Job Brief:

The Service Desk Administrator I coordinates, diagnoses, and troubleshoots internal employee issues with technology. Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support. The Service Desk Administrator I is responsible for supporting end-user technologies for the users as well as providing onsite support for our offices. The position supports all company standard systems, applications, and software; including, but not limited to:

• Microsoft Windows 10
• Apple OSX
• Microsoft Office 365
• Anti-virus software
• Software VPN
• Mac and Windows laptops and workstations
• RingCentral VOIP Software
• Printers, MFP, and Fax devices
• Polycom and Zoom Video Conferencing technologies

Responsibilities:

• Receives requests through the IT ticketing system, via email, Slack, or phone for assistance on computer-related problems including network, hardware, software, peripheral, and related equipment; determines the severity of problems; troubleshoots, resolves, or refers to appropriate technical staff as appropriate, trains users in resolving problems.
• Participates in the acquisition, installation, upgrade, and maintenance of workstations, laptops, software, and related systems; installs moves /relocates, and configures software for new users; Install, configure, and patch various operating systems (Windows 10, OSX) for laptops /desktops; manage hardware and software asset lists
• Ensures quality customer service to the staff; ensures proper and accurate feedback on technical problems; and coordinates communication between user and IT staff
• Utilizes and maintains ticket tracking systems, software, and related systems to ensure efficient help desk and customer service operations, maintains forms, documentation, and logs
• Escalates technical issues and coordinates with IT staff to resolve problems and provide solutions
• Ensures conformance with established IT and company policies and procedures; recommends improvements in workflow, procedures, and use of equipment and forms; implements improvements as approved; and provides on-call support

Required Qualifications:

• Good communication and people skills
• Troubleshooting skills for Windows/Mac-based platforms, smartphones, and A/V equipment Willingness to learn, develop, and contribute in a fun, fast-paced environment
• Self-starter that brings both interpersonal skills and creative problem-solving skills

Preferred Qualifications:

• VMware ESXi/Horizon experience
• JIRA and Confluence experience
• Office365 experience or exposure on the administrative side
• Knowledge of domain management applications
• Demonstrated knowledge of networking and hardware standards
• Solid understanding of security concepts, principles, and practices
• A+/Microsoft certification preferred (or working towards)