IT Operations Associate

Coaction Global•New York, NY

7d•$55,000 - $65,000•Onsite

About The Position

Provides support in the overall end user functions related to IT systems in individual business units, concentrating on more complex and difficult technological issues. Provides first-class technical support to clients by isolating, analyzing, and solving the clients technical issues that affect their operational effectiveness. Will naturally possess customer service soft skills needed to complement the technical understanding of the supported software and platforms. Performs optimization of operating systems, including the application of Operating System patches, and troubleshooting communication devices. Offers fitting and creative solutions for client issues which meet all previously fixed quality standards; escalates calls within the given time guidelines. Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels. Monitors compliance with service level agreements throughout the business units. Manages expectations of end users through regular communications channels and progress reports. Adhere to and improve IT support policies and procedures. Imaging and deploying operating systems, software, and security patches. Provide technical assistance and one-on-one support to remote users. Assess the need and implement performance upgrades to workstations. Maintain asset and user management system and improve procedures as necessary. Accurately document instances of desktop equipment or component failures, repairs, and installation. Conduct research on desktop products in support of desktop procurement and development efforts. Develop expertise for troubleshooting all 3rd party productivity, communication, and business systems. Provide solutions for Service Management process improvements.

Requirements

Minimum of 2 years of experience on desktop support to include installing and supporting hardware and software.
Excellent customer service skills
Good working knowledge required for Microsoft Operating Systems and Microsoft Cloud Applications
Working knowledge of Office 365, Active Directory
Working knowledge of networking concepts and applications.
Strong communication skills with the ability to listen well to others and develop effective solutions to meet needs.
Comfortable communicating in person and via phone with peers, managers, and vendors.
A proven track record of being well organized and able to manage projects to meet deadlines.
Ability to handle confidential information in accordance with organization policies and procedures.

Nice To Haves

Bachelor’s degree in Information Technology-related field or 5 plus years work related experience
Familiar with Amazon Web Services and Azure AVD platforms and configuration.
Experience with Mobile Device Management and iOS device provisioning.
Experience with a ITSM ticketing system (Jira Service Management, Service Now)
ITIL Certified is a Plus

Responsibilities

Provides support in the overall end user functions related to IT systems in individual business units, concentrating on more complex and difficult technological issues.
Provides first-class technical support to clients by isolating, analyzing, and solving the clients technical issues that affect their operational effectiveness.
Performs optimization of operating systems, including the application of Operating System patches, and troubleshooting communication devices.
Offers fitting and creative solutions for client issues which meet all previously fixed quality standards; escalates calls within the given time guidelines.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels.
Monitors compliance with service level agreements throughout the business units.
Manages expectations of end users through regular communications channels and progress reports.
Adhere to and improve IT support policies and procedures.
Imaging and deploying operating systems, software, and security patches.
Provide technical assistance and one-on-one support to remote users.
Assess the need and implement performance upgrades to workstations.
Maintain asset and user management system and improve procedures as necessary.
Accurately document instances of desktop equipment or component failures, repairs, and installation.
Conduct research on desktop products in support of desktop procurement and development efforts.
Develop expertise for troubleshooting all 3rd party productivity, communication, and business systems.
Provide solutions for Service Management process improvements.