IT Operations Admin Support

About the role

The Technical Support Analyst will use critical thinking and standard operating procedures to perform IT support activities and resolve issues to ensure effective and timely resolution of tickets. This position ensures the integrity and reliability of the client computing environment and provides first and second level support in all technology related issues.

Responsibilities

• Identify and deliver computer hardware, software and miscellaneous services meeting the defined Service Level Agreements (SLAs).
• Accurately document instances of hardware failure, repair, installation, and removal in the Service Desk Knowledge base system.
• Perform tasks related to client support in acquisitions integrations
• Administer and support current Anti-virus and SCCM implementations to ensure the security of client systems.
• Maintain the Configuration Management Data Base (CMDB) within the Service Desk system ensuring accurate IT inventory documentation.
• Perform application compatibility and load testing to ensure the stability and performance of workstation images.
• Creation, testing and maintenance of client application distribution procedures.
• Performs activities related to the operations and monitoring of the IT environment.
• Monitor desktops for patching and anti-virus compliancy.
• Obtain approval and purchase hardware and software as required or requested.
• Under direct supervision, performs standard tasks using established methods, principles, concepts and procedures related to Client Support activities.
• Under some supervision, performs varied tasks and assignments involving judgment and some freedom to act.
• Resolves questions or problems, referring only complex issues to higher level.
• Will lead projects that are large scale deployments of client support level software or hardware.
• Provides rotational on-call and after-hours support.
• Perform other duties as assigned

Qualifications

• Excellent technical knowledge of computer hardware
• Working technical knowledge of current network protocols, operating systems, and standards.
• Able to read and understand technical manuals, standard operating procedures, and OEM guides.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Possesses and applies a broad knowledge of principles, practices and procedures of a particular field of specialization to the completion of difficult assignments.

Education and Experience

Hands-on hardware troubleshooting experience. Experience in conducting research into PC issues and products as required. Experience in operating tools, components, and peripheral accessories. Bachelors or Technical degree (2 or 4-years) in discipline appropriate to position or equivalent combination of education, certification and experience. Experience must include at least 2 year at the preceding level or equivalent.

Skills

• Excellent verbal and written communication/language skills required to include the ability to provide written and verbal instructions, and compile and present information clearly.
• Analytical and reasoning ability for solving problems and good judgment for complex decision-making.
• Capable of planning and organizing work and processes; ability to self-direct multiple projects and meet deadlines.
• Ability to cooperate and have the interpersonal skills to work effectively as a team member.
• Quality orientation.
• Motivation to provide excellent internal and external customer service
• Ability to present ideas in user-friendly language.

Pay

The typical base pay for this role across the U.S. is: $48.00 - $48.00 /hr. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law.

Benefits

Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law.