03 Mar
Virginia,
Richmond
, 23298
Richmond
USA
Vacancy expired!
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 emailAct as customer advocate, researching, troubleshooting, and pushing for thorough resolution of issues in as timely a manner as possibleProvision login accounts and IT resources for all newly hired employees as instructed by HRMonitor network nodes and servers and troubleshoot/resolve connectivity issues and outagesTroubleshoot and repair hardware such as desktops, laptops, tablets, printers, RF devices, etc.Document and summarize interactions with end users accurately for tracking and reporting purposesWhere applicable, provide suggestions for process and procedure improvementEfficiently research issues encountered and effectively apply the resolutionWork with infrastructure, database, and development personnel on projects and special initiativesComplete multiple simultaneous projects in a timely mannerEscalate issues to other teams within the IT department when required OTHER FUNCTIONSCommunicate plans, progress, and issues in a timely mannerCoordinate tasking among peers from a shared work queueMaintain and operate core business applications, services, hardware, endpointsWork with third party vendors and service providersMonitor and test system performance; prepare and deliver system performance statistics and reportsIdentify 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 REQUIREMENTSAS (2-year) degree, with a technical major such as computer science, or more than 3 years hands on IT Operations Support experienceMust be customer service oriented with a customer-first approach. Works well with people, helpful and friendly, patient, and flexibleMust have excellent written and verbal communication skills, and the ability to explain complex IT concepts in simple termsExperience documenting, testing, and training end users on applications and systemsStrong computer hardware, software, and troubleshooting skillsDemonstrated ability to prioritize and effectively manage multiple simultaneous projectsAbility 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
Vacancy expired!