02 Mar
IT Operations Specialist | $70-80k | Richmond, VA
Virginia, Richmond , 23298 Richmond USA

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
  • 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

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