IT Operations Specialist

PURPOSE: The IT Operations Specialist plays a key role in supporting the company's IT infrastructure and end-user technology needs.

JOB SUMMARY:  This position provides Tier 1 technical support, manages the onboarding and offboarding process, oversees IT asset management, ensures smooth operation of telecom platforms, coordinates software licensing, and performs routine preventive maintenance at company facilities. 

RESPONSIBILITIES AND DUTIES

• Provide Tier 1 IT support for end users, troubleshooting hardware, software, and network issues.
• Manage the IT onboarding and offboarding process, ensuring timely setup and deactivation of user accounts, equipment, and access.
• Handle day-to-day administration of collaboration tools such as SharePoint, Teams, OneDrive, etc.
• Maintain an accurate inventory of IT assets, including hardware, software licenses, and telecom equipment.
• Serve as duty manager in ticketing system, assigning support tickets and service requests to appropriate resources.
• Administer and support telecom platforms, including phone systems, mobile devices, and video conferencing tools.
• Conduct regular preventive maintenance visits to company facilities to ensure IT infrastructure reliability and performance.
• Assist in managing software licensing, renewals, and compliance tracking.
• Provide basic training and guidance to employees on IT systems, security best practices, and software tools.
• Document IT processes, procedures, and troubleshooting guides to improve operational efficiency.
• Collaborate with vendors and service providers for IT equipment procurement, maintenance, and support.
• Support IT projects and initiatives as needed, working closely with the IT Director and other team members. 

QUALIFICATIONS AND REQUIREMENTS:

• Associate or bachelor’s degree in information technology, computer science, or a related field (or equivalent experience).
• 4 years of experience in IT support, help desk, or IT operations roles.
• Strong troubleshooting skills and ability to diagnose and resolve common IT issues.
• Experience managing IT assets, including hardware and software inventory tracking.
• Strong working knowledge with Microsoft 365, SharePoint and Teams, Active Directory, and IT service management (ITSM) administration tools.
• Basic knowledge of telecom systems, including VoIP, mobile devices, and conferencing solutions.
• Ability to work independently, travel to company locations as needed, and manage tasks proactively.
• Strong organizational skills and attention to detail.
• Excellent communication skills, both written and verbal.

PREFERRED QUALIFICATIONS:

• Experience with IT ticketing systems (e.g., Freshservice, ServiceNow, or similar).
• Basic knowledge of network troubleshooting, including Wi-Fi, VPNs, and firewalls.
• IT certifications such as CompTIA A , ITIL Foundation, or Microsoft certifications.