Information Technology Specialist

Job Title: IT Operations Engineer

Location: On-site – Birmingham, OH

Job Type: Contract to Hire

Summary

The IT Operations Engineer supports the technical infrastructure and connectivity of offices globally, ensuring IT service delivery for approximately 400 end users across the US and international locations.

This on-site role in Birmingham, OH is responsible for maintaining and supporting network infrastructure, server infrastructure, cloud systems, data communications, telecommunications, and collaboration technologies critical to Bettcher's operations. The engineer also provides direct IT service delivery through in-person, phone, email, and remote desktop support, troubleshooting hardware and software issues, and configuring/imaging computers.

Responsibilities

IT Service Delivery & Support

• Provide on-site end-user support for hardware, software, and IT services.
• Troubleshoot and resolve technical issues across desktops, laptops, printers, mobile devices, and peripherals.
• Handle complex technical support cases and escalations.
• Respond to queries, run diagnostic programs, and implement solutions.
• Support device imaging using SCCM, Intune, and PXE.
• Assist in onboarding/offboarding operations, including access management.
• Monitor, manage, and assign tickets in the ticketing system.
• Develop and maintain IT documentation for common issues and solutions.

Infrastructure & Security

• Perform routine server and network maintenance.
• Troubleshoot wired and wireless network issues.
• Support Windows Server administration, including Active Directory, print servers, file/folder access management, DHCP, and DNS services.
• Support cybersecurity initiatives, including endpoint security (SentinelOne EDR, Darktrace Email).
• Manage backup and disaster recovery processes.
• Assist in improving IT operations processes, including incident, problem, release, and change management.

Process & Vendor Management

• Evaluate and enhance IT support processes, tools, and workflows.
• Implement best practices for incident and problem management.
• Manage relationships with third-party vendors for desktop support.
• Support company-specific and Microsoft applications.
• Configure and manage phone system extensions, call routes, voicemail, and EC500.
• Act as a backup to the Infrastructure Manager when needed.
• Participate in an on-call rotation schedule.

Requirements

• Must be able to work on-site in Birmingham, OH.
• 4 years of experience supporting IT infrastructure, including hardware, software, PCs, and mobile devices.
• Strong knowledge of IT infrastructure, networks, databases, and systems.
• Experience with IT Operations processes (Incident, Event, Problem, Release, Change Management).
• Proficiency in Microsoft Office applications (Office 365 cloud-based and locally installed).
• Experience troubleshooting wired and wireless networking issues.
• Familiarity with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Strong written and verbal communication skills.
• Ability to prioritize and execute tasks in high-pressure environments.
• Self-motivated with the ability to research and learn new technologies quickly.
• Experience working in a team-oriented, collaborative environment.