What are the responsibilities and job description for the Operations Apprentice position at Integrated Technology Group, Inc.?
Job Description
As an Operations Apprentice at Integrated Technology Group (ITG), you will play a crucial role in supporting our service team while developing hands-on technical and operational skills. You will work directly with the Service Manager and Operations Team to ensure smooth and efficient service delivery, troubleshooting technical issues, and maintaining a high standard of client satisfaction. This role is designed to be a growth-focused opportunity for individuals eager to build a career in IT services and operations.
Key Responsibilities
Frontline Client Support
- Assist with Level 1 client requests.
- Provide outstanding customer service and ensure quick resolution of technical issues.
Technical Troubleshooting & Problem Resolution
- Follow Standard Operating Procedures to diagnose and resolve technical issues efficiently.
- Work constructively with the Service Manager and team to escalate and resolve complex issues.
- Maintain a utilization rate of 80% or higher.
Professional Development & Training
- Engage in continuous learning and professional development to advance technical skills.
- Participate in training sessions and earn relevant industry certifications as required.
- Shadow senior technicians to gain hands-on experience in more advanced technical tasks.
Documentation & Process Adherence
- Accurately document all client interactions, troubleshooting steps, and resolutions in the ticketing system.
- Ensure proper documentation of IT configurations and processes in alignment with ITG's standards.
- Contribute to improving and refining internal support documentation.
Operational Efficiency & Team Collaboration
- Support the operations team by optimizing service workflows and assisting with proactive problem resolution.
- Participate in team meetings to discuss process improvements and client service strategies.
- Assist in analyzing ticket trends to identify opportunities for automation and efficiency improvements.
Qualifications & Requirements
Education & Certifications
- High School Diploma required; Associate’s degree or higher preferred.
- CompTIA A certification required within first 90 days of employment.
- Additional certifications (CompTIA Network , Security , Microsoft AZ-900) preferred.
Technical Skills
- Basic understanding of LAN/WAN environments and network troubleshooting.
- Familiarity with Windows desktop environments and basic server functionality.
- Experience with Microsoft 365 applications and administration.
- Ability to diagnose and resolve simple hardware/software issues.
Soft Skills
- Strong problem-solving and troubleshooting abilities.
- Excellent customer service and communication skills.
- Ability to work in a fast-paced, team-oriented environment.
- Self-motivated with a willingness to learn and grow.
Benefits & Growth Opportunities
- Competitive salary with quarterly performance reviews.
- Paid training and industry certification reimbursement.
- Healthcare, Dental, Vision, and 401(k) retirement plan with company match.
- Paid holidays and Paid Time Off (PTO).
- Career advancement opportunities within ITG’s structured career path.
If you’re ready to kickstart your career in IT operations, apply today and become a part of ITG’s high-performing team!
Job Types: Full-time, Part-time
Pay: $15.00 - $20.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
Supplemental Pay:
- Bonus opportunities
Work Location: In person
Salary : $15 - $20
