IT Operations Specialist

Centurion Health•Sterling, VA

1d•Onsite

About The Position

Centurion is seeking a full-time IT Operations Specialist to join its IT team at the corporate office in Sterling, Virginia. The role provides remote technical support to end users through phone and email, troubleshooting computer, printer, software, network, mobile-device, and telecommunications issues. It also provides desktop support for corporate employees when needed, including office setups, cubicle relocations, and executive meeting setup. The specialist handles Tier 1 and Tier 2 requests, performs remote troubleshooting and installations for escalated tickets, tests fixes, follows up after resolution, and documents user information, resolutions, incidents, and work requests. The position also maintains and documents IT Operations applications and knowledge-base content; communicates system status; trains end users on supported Microsoft technologies and contract-specific applications; creates and updates procedural documentation; and evaluates new technology for possible use.

Requirements

Bachelor’s degree in Information Technology or a related field is preferred.
At least 2 years of experience in a corporate help desk environment is preferred.
1–2 years of experience in a corporate desktop support position is preferred.
Understand networking services such as DNS and DHCP and be able to troubleshoot basic connectivity problems.
Have general knowledge of electronics, PC architecture, and operating systems.
Demonstrate expertise in remote desktop management, PC troubleshooting, configuration and maintenance, and printer troubleshooting.
Have experience with current Windows operating systems.
Have experience administering Active Directory, implementing and troubleshooting Group Policy, and working with AD topologies.
Have experience administering Office 365 and the Office product suite.
Have working knowledge of diagnostic utilities, including reviewing application errors and system event logs.
Hold, or be willing and able to obtain within the designated timeframe after onboarding, ITIL Foundation, CompTIA A+, CompTIA Net+, and CompTIA Security+ certifications.
Have excellent written and verbal communication skills.
Be resourceful and able to take initiative in a dynamic environment.

Nice To Haves

Bachelor’s degree in Information Technology or a related field.
At least 2 years of experience in a corporate help desk environment.
1–2 years of experience in a corporate desktop support position.

Responsibilities

Provide remote technical support to end users by phone and email.
Troubleshoot and resolve computer, printer, software, network, hardware, mobile-device, and telecommunications issues.
Perform desktop support for corporate employees, including office setups, cubicle relocations, and executive meeting setup.
Perform remote troubleshooting and installations for tickets escalated to the team queue.
Triage and resolve Tier 1 and Tier 2 requests and develop an understanding of the escalation process.
Test fixes to confirm issues have been adequately resolved and conduct post-resolution follow-ups.
Document pertinent end-user identification and enter appropriate resolution notes.
Configure, maintain, test, and document IT Operations applications and knowledge-base content.
Document and monitor incidents and work requests in accordance with departmental procedures.
Solve complex problems independently or collaboratively with IT colleagues.
Answer, evaluate, and prioritize incoming requests for assistance.
Fulfill routine communication requirements, including system documentation and status reporting.
Use the ticketing system to document and manage client requests and issues.
Train end users as needed on supported Microsoft technologies and contract-specific applications.
Follow simple and complex instructions, including standard operating procedures.
Create and update procedural documentation.
Review and evaluate new technology and make recommendations for use within IT, Corporate, and the company.