Technical Operations Analyst

Job Description

Qualifications

This position requires a minimum of one of the following:

• Bachelor's degree in IT plus three (3) years of experience or equivalent on the job experience.

Knowledge And Experience

• Troubleshooting experience and technical knowledge of end user devices including laptops, desktops, mobile phones and other network connected devices.
• Experience configuring and deploying PC hardware, software, and related products.
• Experience with network connected devices a plus, including handheld/vehicle mounted devices, PLCs, IoT or other IP based equipment.
• Experience configuring and installing wired and wireless network devices
• Experience with Hardware Rack installation and connectivity.
• Experience with cybersecurity principles, especially relating to end user device use.
• Experience with core software applications, such as Microsoft Office, SharePoint, and Teams.

Primary Responsibilities

• Advanced troubleshooting of IT issues related to network access, active directory, file and print services, and end user computing systems.
• Participate in project efforts typically related to network and server enhancements/installations, computer hardware and software updates, security-related implementations, and similar efforts, working closely with project lead or other key project personnel.
• Assist with User equipment deployment and collection as related to onboarding and offboarding processes.
• Document and track workload using Service Now ITSM ticketing tool.
• Analyze and monitor system performance and capacity and make recommendations to improve efficiency and/or throughput.
• Analyze and resolve complex end-user computing issues and if necessary, coordinate resolution across different technical teams.
• Work with the business to select systems, hardware, or software to meet business requirements. Oversee implementation, and provides post-implementation end-user support and maintenance.
• Collect business requirements and develop functional specifications for documentation and training
• Support, enforce, and participate in development or modification of computer policies while understanding the business impact of said policies. Communicate policies to users and other stakeholders as needed.
• Work with end-users and technical experts at all levels, actively building trust with customer base, IT peers, and external partners.
• Actively work with peers and leadership to ensure user support and requirements are met.
• Document and update Knowledge Base for any missing systems software, and processes.
• Complete all assigned duties in an accurate and efficient manner.

Personal Attributes

• Proven analytical and creative problem-solving abilities.
• Excellent written, oral, and interpersonal communication skills.
• Strong customer service skills.
• Strong time management and prioritization skills.
• Highly self-motivated and directed, with keen attention to detail.
• Ability to perform advanced troubleshooting and use resources to resolve issues and requests independently.
• Ability to conduct research into systems issues and products as required.
• Ability to communicate ideas in both technical and user-friendly language.
• Able to prioritize and execute tasks in a high-pressure environment.
• Ability to work in a team-oriented, collaborative environment.
• Ability to follow all safety requirements and work effectively in a production environment

Work Conditions

• On-call availability will be required.
• Travel up to 40% will be required.
• Responsibilities may require working evenings and weekends, sometimes with little advance notice.
• Will be required to work in areas with elevated noise levels and requiring adherence to PPE (personal protective equipment) guidelines at times.
• Sitting / standing / kneeling for extended periods of time.
• Ability to operate a computer keyboard, mouse, and to handle other computer or infrastructure components.
• Lifting and transportation of moderately heavy objects up to 35 lbs, such as computers, servers, Battery backups, and peripherals.