IT Operations Specialist Senior

Delta Dental of Missouri•Sunset Hills, MO

5d•Hybrid

About The Position

We are seeking a knowledgeable and experienced IT Operations Specialist Senior to join our IT organization. The IT Operations Specialist Senior is a critical member of the IT support team, responsible for managing and resolving complex technical issues, mentoring junior team members, and implementing process improvements. This role ensures the smooth operation of IT systems and provides exceptional support to end-users while aligning with organizational goals and IT best practices.

Requirements

Associate’s degree in computer science, Information Technology, or related field; or equivalent work experience.
Minimum of 4 years of experience in a Senior Help Desk or IT Service Management role.
Expertise in Microsoft Intune for managing mobile devices and applications.
In-depth knowledge of Office 365 suite administration and configuration.
Strong understanding of Microsoft Server operating systems and services (e.g., Active Directory, DNS, DHCP).
Excellent troubleshooting skills and the ability to diagnose and resolve complex technical issues.
Proven ability to prioritize tasks and manage time effectively in a fast-paced environment.
Strong interpersonal and communication skills with a customer-focused attitude.
Ability to work independently and as part of a team.

Nice To Haves

Certifications such as Microsoft Certified: Modern Desktop Administrator Associate, VMware Certified Professional (VCP), or equivalent.
Experience with cloud computing platforms (e.g., Azure, AWS) and hybrid cloud environments.
Familiarity with ITIL framework and best practices in IT service management.
Experience with cybersecurity principles and practices.

Responsibilities

Technical Support & Issue Resolution:
Provide advanced-level troubleshooting and resolution for hardware, software, and network issues.
Respond to submitted and escalated tickets from Tier 1 and Tier 2 support staff, ensuring timely resolution.
Document all issues, resolutions, and system changes in the ticketing system.
System Administration & Maintenance:
Monitor and maintain end-user devices, operating systems, and software applications.
Manage and troubleshoot network configurations, including VPNs, DNS, DHCP, and firewalls.
Administer Microsoft Intune to manage and support mobile device management (MDM) solutions, including device enrollment, policy management, and application deployment.
Manage and maintain Office 365 applications and services, including Exchange Online, SharePoint Online, Teams, and OneDrive.
Configure, deploy, and maintain Microsoft environments, ensuring high availability, security, and performance.
Monitor system performance, identify potential issues, and implement proactive measures to prevent downtime.
User Training & Mentorship:
Provide training and support to end-users on IT systems and tools.
Mentor and guide junior Help Desk staff, assisting with skill development and knowledge sharing.
Process Improvement & Documentation:
Develop and update IT support documentation, knowledge bases, and procedures.
Identify areas for process improvement and propose solutions to enhance efficiency and service quality.
Stay up to date with emerging technologies and industry trends to recommend and implement improvements.
Project Management & Collaboration:
Lead or contribute to IT projects, such as system migrations, new technology implementations, and infrastructure upgrades.
Collaborate with other departments and external vendors to resolve issues and deploy solutions.
Compliance & Security:
Ensure adherence to IT policies, procedures, and industry regulations.
Implement and enforce security best practices to safeguard organizational data.
Coordinates and oversees service repairs on all hardware and software issues with in-house IT staff and external vendors, ensuring timely resolution.