Operations Analyst II

SCOPE OF ROLE
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The Support Services functions at S:

US are carried out by a team of professionals with diverse backgrounds who share deeply in the S:

US mission. We are a resource that provides support to the individual program departments to assist in the pursuit of our mission. Support Services is a collegial, supportive group with a dynamic culture that continuously seeks to collaborate and improve the lives of our clients. We treat all staff with respect through each interaction. We are motivated to accomplish our individual and collective tasks through the belief that we can help transform the lives of people we serve thereby righting societal imbalances.

The IT Infrastructure Department is looking for a detailed-oriented, organized, creative and technically savvy individual to join our IT Team. The selected candidate will report to the Director of IT Infrastructure Operations and will be responsible for supporting various parts of the Agency’s technical infrastructure, learn other specialized tasks, and serve as back-up to their colleagues on the IT Team.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• MS Office Suite, Windows 10 to latest, Citrix Xen App, Windows Active Directory (AD), TCP-IP, Network & Server Management. Juniper Firewalls, Exchange / Office 365 a plus.
• Expert troubleshooting skills with strong emphasis on remote support and diagnostics
• Desktop/laptop hardware and peripheral installations and configurations including network printers
• Support mobile device management system and end devices
• Provide technical support to users throughout the agency regarding specific hardware/applications issues. This may include off standard hours support and will include visiting company facilities. Must be able to lift 50lbs
• Mentor and train department staff, serve as point of escalation for requests, document new KBs
• Troubleshoot firewall VPN issues and multi-site network connectivity issues
• Responsible for Active Directory maintenance (add users, change passwords etc.)
• Maintain fleet of network copier/scanners/printers.
• Ability to work effectively within a high paced team atmosphere and manage multiple projects

PREFERRED QUALIFICATIONS & SKILLS

• Willingness to Learn –Ability to learn and master new technologies quickly. Effectively teach and support staff in technologies S:
  
  US utilizes. Display the tendency to be open to new ideas and experiences and seek feedback to improve learning. Work cooperatively and effectively with others throughout the Agency to achieve common goals. Participate in building a team identity characterized by pride, respect, trust, and commitment. Listen and respond appropriately to other team members’ ideas. Seek different points of view and leverage diverse perspectives in group processes and decision-making.
  
  Check own views against the views of others.

• Problem-solving skills –Display decision making and reasoning by considering multiple sides of an issue. Make informed decisions based on available information. Recognize issues, and determine actions needed to advance the decision

• Customer Focus
  –Listen to customers (internal and external) and address needs and concerns. Keep clients informed by providing status reports and progress updates. Deliver on service commitments. Meet established or agreed upon deadlines. Maintain supportive relationships with clients and their families. Uses initiative to improve outcomes, processes, or measurements.

• Communication skills –Excellent verbal and written communication skills. Ability to translate complex situations/information into simple, meaningful explanations and/or discrete steps, and respond in a timely fashion to phone calls and email messages for support. Track issues via…