Citizen Watch America represents the sales and marketing for the Citizen Group within the U.S., Caribbean and Latin American markets. The brands included within Citizen Watch America are Citizen, Bulova, Frederique Constant, Alpina, and Ateliers deMonaco. Each individual brand builds upon their very distinctive identities in the market with their unique, differentiated advertising, marketing and brand campaigns. As a combined company, however, the brands can assist each other and leverage the power that a larger unified entity brings.
Our vision is to lead the affordable luxury watch market by offering the most compelling collection of brands and products that are loved, favored, and respected by citizens of the world.
We will continue to leverage our heritage and expertise to enrich the lives of our current and future customers and Employees through unparalleled excellence in creativity, design, craftsmanship, innovation, technology, value, and service.
SummaryThe IT Operations Specialist provides technical support to end-users and ensures the IT Operations group provides timely and professional delivery of technical support for issues related to network problems, computers, core software products, and related hardware peripherals.
Essential Duties

• Leads help desk support staff’s daily activities ensuring timely and professional delivery of technical support for calls on network problems, computers, core software products, and related hardware peripherals.
• Provides technical assistance to end-users in all facilities, as well as completion and troubleshooting of jobs and hardware and software problems.
• Provides initial diagnosis and support for all alerting conditions and escalates issues as necessary.
• Ensures timely and efficient processing of jobs addressing any late running jobs, excessive runtimes, or failures according to SOP's.
• Ensures incidents are being properly addressed, maintained, and resolved while providing periodic status updates to management on higher priority cases. Documents details and resolutions throughout incident lifecycle and escalates to management according to guidelines if necessary.
• Trains personnel on the various hardware, operating system software, related components, and procedures.
• Monitors and ensures efficient computer center operations; establishes, manages, and reschedules jobs and queues to ensure optimal production flow and assists in establishing job priorities.
• Receives and analyzes computer operations service requests; recommends appropriate solutions and workflow modifications to fulfill customer needs.
• Proactively identify process improvement opportunities, including end-user training tools and documentation.
• Assists in the development and maintenance of computer operations job procedures; maintains system management documentation including Microsoft Dynamics (NAV) systems; creates and updates scheduling calendars, maintains and ensures the accuracy of logs and verifies the normal completion of jobs run.
• Provides computer operations coverage and on-call support as required.

Qualifications

• A high school diploma; college degree preferred
• A minimum of four years experience working in Information Technology.
• A minimum of two years of experience in Helpdesk or Computers Operations Lead role.

EEOE
Salary: $80,000.00 - $85,000.00 per year