IT Operations Specialist

The Service Desk Administrator I coordinates, diagnoses, and troubleshoots internal employee issues with technology. Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customers to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.The Service Desk Administrator I is responsible for supporting end-user technologies for the users as well as providing onsite support for our offices. The position supports all company standard systems, applications, and software; including, but not limited to:Microsoft Windows 10Apple OSXMicrosoft Office 365Anti-virus softwareSoftware VPNMac and Windows laptops and workstationsRingCentral VOIP SoftwarePrinters, MFP, and Fax devicesPolycom and Zoom Video Conferencing technologiesResponsibilities:Receives requests through the IT ticketing system, via email, Slack, or phone for assistance on computer related problems including network, hardware, software, peripheral, and related equipment; determines severity of problems; troubleshoots, resolves or refers to appropriate technical staff as appropriate, trains users in resolving problems.Participates in the acquisition, installation, upgrade, and maintenance of workstations, laptops, software, and related systems; installs, moves /relocates, and configures software for new users; Install, configure, and patch various operating systems (Windows 10, OSX) for laptops /desktops; manage hardware and software asset listsEnsures quality customer service to the staff; ensures proper and accurate feedback on technical problems; and coordinates communication between user and IT staffUtilizes and maintains ticket tracking systems, software, and related systems to ensure efficient help desk and customer service operations, maintains forms, documentation, and logsEscalates technical issues and coordinates with IT staff to resolve problems and provide solutionsEnsures conformance with established IT and company policies and procedures; recommends improvements in workflow, procedures, and use of equipment and forms; implements improvements as approved; and provides on-call supportRequirements:Good communication and people skillsTroubleshooting skills for Windows/Mac based platforms, smartphones, and A/V equipment Willingness to learn, develop, and contribute in a fun, fast-paced environmentSelf-starter that brings both interpersonal skills and creative problem-solving skillsPreferred Qualifications:VMware ESXi/Horizon experienceJIRA and Confluence experienceOffice365 experience or exposure on the administrative sideKnowledge of domain management applicationsDemonstrated knowledge of networking and hardware standardsSolid understanding of security concepts, principles, and practicesA+/Microsoft certification preferred (or working towards)