Junior IT Operations Center Operator

Cynet Systems•Camden, NJ

About The Position

The Junior IT Operations Center Operator provides front-line support to employees and contractors through calls, chats, and email, and assists with the availability and management of production systems and service levels. The role creates and tracks IT service tickets, troubleshoots basic account, access, software, and hardware issues, documents problems and resolutions, and escalates issues to Level II or Level III support when needed. It also monitors IT systems, including SAP, network infrastructure, badge systems, and security systems, and handles customer threat assessments. The operator helps maintain application and application-interface inventories, knowledge databases, and enterprise-wide application design standards. They assist senior personnel with evaluating system malfunctions, support project and program management, and collaborate with technology domains and business functions to develop solutions aligned with business requirements and strategies. Data privacy and governance are important considerations in project engagements. The position provides 24x7 remote support in the Operations Center.

Requirements

At least 2 years of experience working in technology fields.
Strong verbal and written communication skills and excellent presentation skills.
Good collaboration, prioritization, and teamwork skills.
Ability to work in a fast-paced, dynamic environment with virtual teams.
Ability to work independently and take initiative to develop solutions for business requirements.
Fast learner with attention to detail.
Receptive to constructive criticism when necessary.
Understanding of Windows desktop and server operating systems and mobile operating systems, including iOS and Android.
In-depth user knowledge of Microsoft Office products, including Outlook.
Strong client relations and customer service skills.
Ability to contribute to team objectives and goals.
In-depth knowledge of technology, procurement, contract management, and vendor management.

Nice To Haves

Associate's degree in Information Systems or a similar technology field is preferred.

Responsibilities

Maintain application and application-interface inventories.
Integrate new capabilities into project, product, and program management.
Collaborate with technology domains and business functions to develop business solutions.
Translate business strategies and goals into successful projects.
Document problems and resolutions.
Provide front-line support to employees and contractors by call, chat, or email.
Assist senior personnel in ensuring hardware platforms, operating systems, utilities, tools, and devices are available for production schedules and service levels.
Assist with analyzing and evaluating system malfunctions and take corrective action as directed.
Escalate malfunctions to Level II or Level III support when necessary.
Consider data privacy and data governance in project engagements.
Develop and promote solutions that support business requirements and strategies and align with enterprise and departmental goals.
Maintain uniform enterprise-wide application design standards.
Support leadership in managing customer expectations for project implementation.
Provide 24x7 remote support in the Operations Center.
Create ITSM tickets and work with customers through completion, escalating when necessary.
Provide basic IT support, including account troubleshooting, software installation, access requests, and hardware troubleshooting.
Maintain the knowledge database.
Escalate deficiencies in technical processes and inform Level II Support.
Monitor IT systems, including SAP and network infrastructure.
Create badges and monitor the badge system.
Monitor security systems.
Handle customer threat assessments.