Sr. IT Operations Specialist

Position: Senior IT Operations Specialist

Worksite Address (Current): 905 Baxter Street, Charlotte, NC 28204

Future Worksite Address: 905 Pearl Park Way, Charlotte, NC 28202 (once the new road is placed)

Job Overview:

The Senior IT Operations Specialist will support IT operations and maintenance at a new world-class Customer Experience Center. The role involves troubleshooting network connectivity, managing A/V systems, performing hands-on IT support, and ensuring secure and efficient IT operations.

Key Responsibilities:

• IT Operations & Maintenance:
• Execute IT operations per established guidelines, procedures, and standards.
• Maintain, update, and document IT operational processes.
• Network & System Support:
• Troubleshoot network connectivity issues (cabling, system configuration, IP assignments, device enrollment).
• Provide first-level troubleshooting and user support for installed A/V systems, Microsoft Teams Rooms, Surface Hub, and collaboration tools.
• Coordinate with A/V vendors for maintenance and support tasks.
• Technical Support & Troubleshooting:
• Perform smart-hands tasks such as cabling, resets, configuration, and troubleshooting of medical imaging demonstration equipment under remote guidance.
• Execute second-level help desk activities, including user support, individual coaching, and training.
• Security & Compliance:
• Implement procedures to safeguard data and information security.
• Ensure compliance with security and safety standards.
• Testing & Process Improvement:
• Conduct relevant testing and validation of IT systems.
• Develop and maintain service levels to meet business requirements.
• Identify areas for process improvement and optimize IT operations.

Qualifications & Experience:

• Experience: 8–10 years of IT operations experience, preferably in a high-tech or healthcare environment.
• Technical Skills:
• Deep knowledge of IT operations and troubleshooting.
• Strong networking and connectivity troubleshooting skills (cabling, IP assignments, device enrollment).
• Familiarity with A/V systems, Microsoft Teams/Teams Rooms, Surface Hub is a plus.
• Experience with IT security, system documentation, and testing.
• Problem-Solving & Judgment:
• Solid problem-solving skills and professional judgment.
• Ability to analyze and improve existing processes.
• Collaboration & Communication:
• Strong ability to work independently and within a team.
• Experience coordinating with remote technical teams and vendors.

Impact & Expectations:

• This position requires a senior-level professional who can integrate IT analysis, development, testing, and implementation.
• The candidate will influence policies and guidelines while developing IT processes to meet functional objectives.
• Expected to work independently, manage projects, and provide functional advice to colleagues and customers.