Senior Associate, Tech Operations
About The Position
This role will provide onsite customer support for a geographically dispersed enterprise workforce. Responsible for providing technology support operations including, but not limited to, end user support, IT incident management, change management, problem management, knowledge management, endpoint management, and business controls. This position will require excellent customer service and quick decision-making skills to identify and resolve internal users’ technical issues with a heavy focus on laptop support with an even mix of Windows PCs, Macs, and Mobile Devices. This role requires a focus on execution, accountability, and results to improve the end user experience while driving operational efficiencies. The ideal candidate will have strong verbal and written communication skills, and the ability to effectively manage up and collaborate well with immediate peers.
Requirements
- High School Diploma, GED, or equivalent certification
- At least 2 years of Technical Operations experience
- At least 2 years of experience with IT systems and infrastructure
- At least 2 years of experience with desktop platforms and operating systems
- At least 2 years of experience with incident management and reporting tools
- At least 2 years of experience with networking fundamentals (DNS, DHCP, TCP/IP)
- At least 2 years of experience with scripting languages (PowerShell, Python, or Bash) for automating routine operational tasks
Nice To Haves
- Bachelor’s Degree in Business, Information Systems, or Computer Science
- 3+ years of experience with defining, implementing, and leveraging process (change, incident, problem) management functions
- 3+ years of experience with CMDB and incident management technologies
- 1+ years of experience with cloud-based productivity tools or virtualization technologies (e.g., AWS, GCP, Azure, or VMware)
- 1+ years of experience managing IT projects or operations teams
- ITIL Certification
- CompTIA A+ or Network+ certification
- Experience tracking and improving support metrics
Responsibilities
- Monitor systems, alerts, and dashboards to identify potential incidents and escalate issues to the appropriate teams to ensure rapid restoration of service
- Document recurring issues, resolutions, and troubleshooting steps in knowledge base articles and standard operating procedures
Benefits
- comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
