Sr Analyst, Technology Ops

About the role

This position is responsible for leading the day-to-day operations and staffing of the internal, in-person technical support office (Tech Stop). The role serves as a key point of contact for employees seeking walk-up technology support and equipment services while partnering with Information Technology teams to enhance service delivery, employee engagement, and adoption of technology solutions.

Responsibilities

• Partner with Home Office Technology leadership and Customer Care teams to develop and deliver customer education campaigns through the Tech Stop.
• Coordinate technical support activities with appropriate technical resources and the Desktop Technical Support team.
• Provide in-person technology support and equipment services to employees through the Tech Stop.
• Lead the redesign and implementation of the Tech Stop facility in San Diego.
• Collaborate with the Service Desk to identify opportunities to improve customer support processes and outcomes.
• Promote the adoption of self-service tools through employee education and awareness initiatives.
• Serve as a customer advocate within Information Technology by communicating user needs and feedback.
• Develop and implement new processes for delivering technology equipment to end users.
• Create and maintain technical communications, instructional materials, and support documentation.
• Deliver training and educational sessions to increase employee awareness of available technology services and resources.

Requirements

• 5+ years of experience in a service-oriented environment.
• Demonstrated experience in customer service delivery.
• Experience developing and executing communications campaigns.
• Experience creating technical documentation and written communications.
• Experience delivering training or educational programs.

Qualifications

We are seeking a professional who is motivated to pursue greatness, act with integrity, and is driven to help our clients succeed. The ideal candidate collaborates effectively to win together, supports a positive employee experience, and strives to create and share joy while delivering technology solutions and support services across the organization.

Pay

Pay Range: $39.37-$65.61/hour Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location.

Benefits

• 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more