Operations Analyst II

Services For The Underserved, Inc.•New York, NY

1d•$90,000 - $95,000•Onsite

About The Position

The IT Infrastructure Department is seeking a detail-oriented, organized, creative, and technically savvy team member to support the agency’s technical infrastructure. The role supports multiple areas of infrastructure, learns specialized tasks, and serves as backup for IT colleagues. It reports to the Director of IT Infrastructure Operations and includes agency-wide user support, troubleshooting, system maintenance, and visits to company facilities. The position is on site, Monday through Friday, from 9:00 AM to 5:00 PM EST.

Requirements

1–2+ years of experience directly related to the duties and responsibilities.
Proficiency with MS Excel, Word, and Outlook.
Expert troubleshooting skills, particularly in remote support and diagnostics.
Knowledge of MS Office Suite, Windows 10 through the latest version, Citrix XenApp, Windows Active Directory, TCP/IP, and network and server management.
Ability to lift 50 pounds.
Ability to work effectively in a fast-paced team environment and manage multiple projects.
Position requires on-site work Monday through Friday, 9:00 AM–5:00 PM EST.

Nice To Haves

Technical degree or certifications in a related field.
Experience with Juniper Firewalls and Exchange/Office 365.
Willingness and ability to learn new technologies quickly and teach and support staff.
Problem-solving and informed decision-making skills.
Strong customer focus, including listening to needs, providing updates, meeting deadlines, and improving outcomes or processes.
Excellent verbal and written communication skills, including explaining complex information simply and responding promptly to support calls and emails.
Interpersonal skills, including remaining calm in stressful situations and treating colleagues with respect.
Thorough job knowledge and commitment to maintaining current skills and following standardized practices.

Responsibilities

Provide technical support to agency users for hardware and application issues, including remote support and diagnostics.
Install and configure desktop and laptop hardware, peripherals, and network printers.
Support the mobile device management system and end devices.
Troubleshoot firewall VPN issues and connectivity issues across multiple sites.
Maintain Active Directory, including adding users and changing passwords.
Maintain the fleet of network copier/scanners/printers.
Mentor and train department staff, serve as an escalation point for requests, and document new knowledge-base articles.
Support various parts of the agency’s technical infrastructure, learn specialized tasks, and provide backup for IT colleagues.
Track support issues through the department tracking system and keep customers informed about status and progress.
Work collaboratively on multiple projects in a fast-paced team environment.
Visit company facilities as needed and provide support that may occur outside standard hours.