Tech Operations Support Specialist

Location:

Burlington, NC or Durham, NC

This hybrid position offers a balanced schedule of a minimum of three in-office days at an assigned location to be either Burlington or Durham, NC
, supporting both collaboration and flexibility.

The Tech Operations Support Specialist helps keep Clinical Contact Center (CCC) employees productive by supporting IT ticket flow, monitoring system and call‑quality performance, and ensuring new hires are fully prepared on day one.

This is an operational support role focused on issue monitoring, coordination, communication, and follow‑through—not deep technical troubleshooting. You’ll work closely with IT partners to elevate issues, track progress, and ensure employees have a seamless technology experience.

You will also monitor internal severity and escalation Teams channels
, engaging the appropriate IT partners and ensuring issues are triaged, tracked, and communicated promptly.

• Monitor and track all Clinical Contact Center IT tickets (Service Now/IT Central).

• Ensure tickets are routed correctly and progressing on time.

• Escalate blockers to resolver teams (desktop, network, access, telecom, applications, security) and track follow‑up.

• Provide clear communication to leadership on high‑impact issues or delays.

• Monitor internal severity and escalation Teams channels to identify active issues, engage the right teams, and ensure timely escalation.

• Monitor Operata and other dashboards for call‑quality, connectivity, or endpoint‑performance issues.

• Flag productivity impacts and collaborate with IT partners on quick remediation.

• Track recurring issues and help surface long‑term improvement needs.

• Prepare and deliver weekly or monthly performance summaries for CCC leadership.

• Coordinate ordering, tracking, and delivery of PC/workstation kits for new hires.

• Ensure required system access (AD, O365, apps, telephony, CRM, WFO/WFM) is set up before day one.

• Work with HR, onboarding teams, and IT access groups to reduce delays.

• Maintain accurate records, including refresh and replacement schedules.

• Maintain accurate device inventories, ticket status updates, and performance dashboards.

• Document system issues, escalation paths, and common troubleshooting workflows.

• Partner with IT teams, telecom/AV support, network groups, and CCC training to resolve operational challenges.

• Support audit/compliance activities related to asset tracking and system access.

• 1–2+ years in IT support, service desk, help desk, technical coordination, or operations support role.

• Basic understanding of IT ticket systems (Service Now or similar) and support workflows.

• Strong communication and follow‑through skills; able to track tasks and keep stakeholders informed.

• Good organization skills with strong attention to detail, especially related to assets and onboarding tasks.

• Ability to manage multiple issues at once in a fast‑paced environment.

• Familiarity with common workplace technologies (Windows, O365, Teams).

• High School diploma (Associate’s degree preferred)

• 2–3+ years in IT operations, contact center support, or high‑volume technical environments.

• Experience monitoring digital experience or call‑quality tools (Operata or similar).

• Understanding of access provisioning, identity management, and enterprise IT operations.

• Exposure to endpoint environments (Windows, O365/Entra , iOS/iPadOS).

• Knowledge of ITIL concepts or formal ITIL Foundation certification.

• Tickets resolved within SLA with minimal delays.

• Proactive identification and reduction of recurring issues.

• New hires fully equipped and ready to work on day one.

• Fewer productivity disruptions and technology‑related downtime.

• Consistent reporting and communication to leadership on system health and ticket performance.

This is a full‑time, exempt (salaried) position assigned to a First Shift schedule, with standard business hours of Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Standard Time (EST).

Business…