What are the responsibilities and job description for the IT Operations Specialist Senior position at Delta Dental of Missouri?
Join Delta Dental of Missouri as a Senior IT Operations Specialist! We're looking for an experienced professional to manage complex technical issues, mentor junior staff, and drive process improvements. You'll ensure smooth IT operations, support end-users, and collaborate on exciting projects. If you have expertise in Microsoft Intune, VMware, and Office 365, and thrive in a hybrid work environment, apply now to be part of our dynamic team!
General Description
We are seeking a knowledgeable and experienced IT Operations Specialist Senior to join our IT organization. The IT Operations Specialist Senior is a critical member of the IT support team, responsible for managing and resolving complex technical issues, mentoring junior team members, and implementing process improvements. This role ensures the smooth operation of IT systems and provides exceptional support to end-users while aligning with organizational goals and IT best practices.
Key Responsibilities
1. Technical Support & Issue Resolution:
• Provide advanced-level troubleshooting and resolution for hardware, software, and network issues.
• Respond to escalated tickets from Tier 1 and Tier 2 support staff, ensuring timely resolution.
• Document all issues, resolutions, and system changes in the ticketing system.
2. System Administration & Maintenance:
• Monitor and maintain end-user devices, operating systems, and software applications.
• Manage and troubleshoot network configurations, including VPNs, DNS, DHCP, and firewalls.
• Oversee system updates, patches, and maintenance schedules to ensure optimal performance.
• Administer Microsoft Intune to manage and support mobile device management (MDM) solutions, including device enrollment, policy management, and application deployment.
• Administer VMware environments, including VMware Horizon, to ensure smooth operation and efficient virtual desktop infrastructure (VDI) deployment and management.
• Manage and maintain Office 365 applications and services, including Exchange Online, SharePoint Online, Teams, and OneDrive.
• Configure, deploy, and maintain Microsoft environments, ensuring high availability, security, and performance.
• Monitor system performance, identify potential issues, and implement proactive measures to prevent downtime.
3. User Training & Mentorship:
• Provide training and support to end-users on IT systems and tools.
• Mentor and guide junior Help Desk staff, assisting with skill development and knowledge sharing.
4. Process Improvement & Documentation:
• Develop and update IT support documentation, knowledge bases, and procedures.
• Identify areas for process improvement and propose solutions to enhance efficiency and service quality.
• Stay up to date with emerging technologies and industry trends to recommend and implement improvements.
5. Project Management & Collaboration:
• Lead or contribute to IT projects, such as system migrations, new technology implementations, and infrastructure upgrades.
• Collaborate with other departments and external vendors to resolve issues and deploy solutions.
6. Compliance & Security:
• Ensure adherence to IT policies, procedures, and industry regulations.
• Implement and enforce security best practices to safeguard organizational data.
Education, Skills, Personal Attributes, and Experience Required
• Associate’s degree in computer science, Information Technology, or related field; or equivalent work experience.
• Minimum of 4 years of experience in a Senior Help Desk or IT Service Management role.
• Expertise in Microsoft Intune for managing mobile devices and applications.
• Proficiency in VMware and VMware Horizon for virtual desktop infrastructure (VDI) management.
• In-depth knowledge of Office 365 suite administration and configuration.
• Strong understanding of Microsoft Server operating systems and services (e.g., Active Directory, DNS, DHCP).
• Excellent troubleshooting skills and the ability to diagnose and resolve complex technical issues.
• Proven ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Strong interpersonal and communication skills with a customer-focused attitude.
• Ability to work independently and as part of a team.
• Coordinates and oversees service repairs on all hardware and software issues with in-house IT staff and external vendors, ensuring timely resolution.
Preferred Qualifications
• Certifications such as Microsoft Certified: Modern Desktop Administrator Associate, VMware Certified Professional (VCP), or equivalent.
• Experience with cloud computing platforms (e.g., Azure, AWS) and hybrid cloud environments.
• Familiarity with ITIL framework and best practices in IT service management.
• Experience with cybersecurity principles and practices.
Environment
General office working conditions which may require sitting for extended periods of time. This position currently functions as a hybrid role working from both the St. Louis office and home office environments. Any home office setting must be conducive to all guidelines outlined by the organization. This role is required to regularly attend in-person meetings. The job is performed in a climate-controlled, open-office environment with moderate noise levels, primarily due to office equipment, conversations among employees, and talking on the phone.
Physical Requirements
The job primarily involves sitting, standing, and walking. Minimal physical effort is required, but employees may occasionally need to lift items up to 50 pounds. Specific vision abilities require the ability to focus distant and near objects clearly. While performing the duties of this job, the employee is regularly required to sit, talk and hear. The employee is frequently required to use hands and arms to handle, feel and reach as well as operate a personal computer.
Employees must be able to successfully perform the essential functions of this role with or without a reasonable accommodation.
DDMO provides reasonable accommodation to qualified individuals with a known disability unless doing so imposes an undue hardship.
Disclaimer
This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties or responsibilities that will be required. The organization reserves the right to modify this job description at any time; including assigning or reassigning job duties or eliminating this position at any time.
