IT Operations Specialist - PCC

Introduction

Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation.

What We Do: We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do.

We’re the IT Department’s IT Department.

Who We Are: Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us: You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional well-being.

To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Working under minimal supervision from the Manager, Client Services, referring only unfamiliar / undocumented issues for management review or approval, the incumbent supports the day-to-day operation of the business through Level-1 IT incident resolution and request management, monitoring of computer systems and application of documented solutions to maintain committed service levels, creation and delivery of technical communications to workers, construction of detailed incident analysis to aid in the root-cause elimination of defects in computer systems and/or processes, and execution of other work as assigned.

Where applicable, this position assures departmental processes are performed in compliance with applicable Sarbanes-Oxley controls.

• Interacts with the user community regarding IT service incidents, requests and how-to inquiries through a broad variety of interaction channels.
• Assists with moderately complex IT-related issues across a diverse application software portfolio, multiple hardware types and several business units.
• Reviews incident tickets to discover and document trends for presentation to service owners.
• Monitors tickets to ensure timely resolution and effective escalation.
• Handles a high volume of inbound interactions while frequently task-switching among competing priorities while maintaining the highest levels of customer service.
• Executes Operation Schedule within the established time and accuracy guidelines. Assesses impact of incidents and develops company-wide communications as needed to provide status to users.
• Provides the initial point of contact for all technical and problem management support to employees; responds to inquiries and refers issues to the appropriate department or person and exhibits the necessary follow through to ensure timely closure.
• Monitors systems to quickly identify malfunctions or errors so as to initiate corrective action within authority; escalates to IT on-call personnel and/or corresponds with third party vendors for routine or emergency maintenance; ensures integrity of data and processing environment are maintained within predefined standards, models and goals 24X7.
• Creates and maintains required documentation, including both program-level and user-level documentation.
• Interfaces with functional users as well as remote operations centers in both…