DUTIES AND ACCOUNTABILITIES :
- IT Operations Service Support :
Serve as the first point of contact for infrastructure-related IT Operations desk calls.
Diagnose and troubleshoot hardware and software issues, providing timely resolutions and excellent customer service.Device Setup and Configuration :Set up and configure computers, laptops, printers, and other peripheral devices for end-users
Ensure all devices are in compliance with security and organizational policies.Facility Deployments :Coordinate the deployment of IT equipment and devices across various facilities.
Conduct on-site visits to set up workstations and address any IT-related requirements at different locations.User Onboarding :Facilitate the onboarding process for new employees, ensuring they have the necessary IT equipment and access.
Provide training and support to new users on hardware and software usage.Hardware and Software Installation :Install, upgrade, and maintain hardware components such as RAM, hard drives, and graphics cards.
Install, configure, and update software applications based on user requirements.Documentation :Maintain accurate and up-to-date documentation for hardware and software configurations.Document troubleshooting steps and resolutions for common issues.Conduct regular audits to ensure accurate asset records and proper inventory levels.Collaboration with IT Teams :
Collaborate with other IT teams to escalate and resolve complex infrastructure issues.Communicate effectively with team members to ensure a seamless support experience for end-users.REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES :
Technical proficiency : Strong understanding of IT infrastructure, hardware, software, and networking concepts.ITSM tool expertise : Knowledge of ITSM tool principles and practices.Problem-solving skills : Ability to identify, analyze, and resolve complex IT issues.Communication skills : Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical audiences.Interpersonal skills : Ability to build and maintain relationships with stakeholders at all levels.Analytical skills : Ability to analyze data and identify trends to inform decision-making.Time management skills : Ability to prioritize tasks and manage time effectively.Attention to detail : Meticulous attention to detail and accuracy.Adaptability : Ability to adapt to changing priorities and work environments.Continuous learning : Commitment to staying updated on emerging technologies and industry best practices.PREFERRED EDUCATION AND EXPERIENCE :
Bachelor's degree : Degree in computer science, information technology, or a related field.Certifications : Relevant IT certifications, such as CompTIA A , Network , or ITIL.Experience : Minimum of 5 years of experience in IT operations or a related field.Warehouse experience : Experience working in a warehouse environment or familiarity with warehouse operations.ITSM tool expertise : Experience with ITSM tool systems and practices.Troubleshooting experience : Proven ability to troubleshoot complex IT issues.Customer service experience : Experience providing excellent customer service to internal and external stakeholders.PHYSICAL CAPABILITIES AND REQUIREMENTS :
Travel in a car and an airplane 15% of the time.Ability to sit for extended periods within an office environment.Ability to use hands and fingers for computer keyboarding, and answer phone calls.Ability to communicate via the telephone using speaking and hearing skills.BENEFITS AND TOTAL REWARDS :
Competitive wages, and opportunities for advancement.Medical, Dental, Vision, Critical Illness, Accident, and Flexible Spending Plans available.Company-paid Short / Long-term Disability, Life Insurance, and Employee Assistance plans.Company-paid Time-Off (PTO), Sick Leave, and Holiday Pay.Retirement 401(k) Plan with Discretionary Employer Match, and Profit Sharing.Referral Bonus, Wellness Programs, Clothing Allowance, Safety Shoes, and Safety Glasses Reimbursement.
