IT Operations Associate

Overview and Summary

We are Automotive Business Scientists. We empower our clients to turn overwhelming industry data into discovery, action and measured success.  We are unique market leaders because we find and examine possibilities through the clarity of a scientific lens. To solve the toughest client challenges, we need curious, creative and dedicated people to join our team. 

We search out individuals who align with our core values and who adhere to the highest standards of integrity and ethics in everything they do.  Our company is filled with the brightest minds and the biggest hearts at every level. We recognize that personal success takes on many different forms of the course of our lives – both professional and personally – so we provide a myriad of benefits and programs focused on Wellbeing, Growth, Community and Recognition.  One size does not fit all, so we encourage every Urban Scientist to discover their own formula for success.  If this sounds like the kind of company you would like to work with, Apply Now!

OVERVIEWThe IT Operations Associate will provide guided support for regional hosting needs in IT systems or environments. This position also supports internal end users with desktop, laptop, and mobile device hardware/software needs.

Workplace flexibility has taken on a whole new meaning here at Urban Science. The requirements of each team, role and employee can look quite different. Leaders work with their teams to determine the right balance for working in-person and remotely, considering the needs of the business, our clients, cross-functional projects, individual work, and individual preference.  This role has current Hybrid Workplace flexibility local to our Mexico City office location. Candidate must be available and willing to work in-person one day per week, and ad hoc as needed.

Essential Duties and Responsibilities

• Ensure necessary and required information is provided with hosting requests and follow up to obtain missing information in a timely manner.
• Ensure proper documentation is established and maintained for ITO owned policies and procedures.
• Assist in providing technical support to troubleshoot problems that may arise during deployments and/or in the hosting environment, including but not limited to, operating systems, database, web server and FTP issues.
• Assist team in responding to critical incidents (Sev 1 and urgent Sev 2); complete appropriate incident management documentation.
• Assist in documenting software license and asset information, ensuring list is up to date and proper procedures are followed.
• Actively monitor the ticketing system, assign end-user requests and respond in a timely manner.
• Ensure all requests made outside of the ticket system (email, walkup, phone) are entered as requests into the ticketing system.
• Action assigned tickets in a timely manner. Communicate expectations to resolution and update the ticket appropriately.
• Actively monitor alerts and reports, proactively review and respond to issues in a timely manner, ensuring continued functionality of global applications and systems.
• Collaborate with team members by sharing knowledge, providing support and technical expertise to help resolve problems/issues.
• Assist in identifying hardware and software requirements for new hires, complete the set up and configuration of equipment .
• Install software, files, databases, updates and service packs, ensuring the appropriate approvals process is followed.
• Proactively communicates with upper management to provide updates and report issues in a timely manner.
• Participate in ad-hoc IT Operations related projects or assignments, as needed.

Qualifications - Education and Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Documentation: Ability to create detailed documentation in a standardized format and follow detailed documentation instructions.
• Technical Knowledge: Basic knowledge of various technologies required for the specific role (i.e., Windows Server, Active Directory, Microsoft Exchange, Office 365, Windows OS, hardware troubleshooting, and basic networking).
• Time Management: Ability to prioritize competing demands and manage multiple concurrent tasks.
• Verbal Communication: Ability to compose and verbally deliver information of varying levels, using appropriate grammar, tone, inflection and non-verbal cues, while also listening to and correctly deciphering verbal communication delivered by others.
• Written Communication: Ability and capacity to communicate ideas, facts and data in writing using appropriate grammar, syntax and sentence structure.
• Analytical Thinking: Ability to understand a situation by breaking it apart into smaller pieces, and/or tracing the implications of a situation in a step-by-step causal way.
• Results Oriented: Ability to strive for optimal results by taking responsibility for timeliness, commitment to task and adherence to performance standards.
• Ethics & Integrity: Ability to behave in a trustworthy & transparent manner.
• Teamwork & Cooperation: Ability to work cooperatively with others and be part of a team.
• Self-Control: Ability to keep emotions under control and to restrain from negative actions or behaviors.
• Information Seeking: Ability to gain a deeper understanding of work related issues or events by making a concerted effort to gather information and seek out development opportunities.
• Initiative: Ability to go above and beyond in order to improve or enhance job results.
• Quality Control: Ability to monitor and check work related information and deliverables ensuring high quality and accuracy.
• Customer Service: Ability to understand and help/assist both internal and external customers and meet their needs.
• Flexibility/Adaptability: Ability to adapt to and work effectively within a variety of situations, individuals or groups, as well as understand and appreciate different and opposing perspectives.
• Organizational Commitment: Ability and willingness to align his/her own behavior with the needs, priorities and goals of the organization.

EDUCATION AND EXPERIENCE

• Must have a baccalaureate degree in a technical field (computer science, computer engineering, information technology, information systems, etc.) from an accredited U.S. college or university, or equivalent foreign institution.
• One to three years of related work experience preferred.
• ITIL Certification required within 90 days of hire.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This description is intended to describe the type and level of work being performed by a person assigned to this position. It is NOT an exhaustive list of all duties and responsibilities required by a person so classified. The job may require additional hours beyond a traditional 40-hour workweek.