Sr. IT Operations Analyst

3 weeks ago

bozeman, United States eXcell, a division of Compucom Systems Full time

At eXcell, you’re more than just a number. Our employee relationship managers support you throughout your engagement, providing career guidance and reemployment assistance. Join eXcell


Our client has a brand new opportunity for a qualified Senior IT Operations Analyst to join their team onsite in Bozeman, MT.


Duties and Responsibilities:

  • Identify and close knowledge gaps
  • Primary understanding of designing, deploying, and troubleshooting client endpoints
  • Perform all job functions consistent with client policies and procedures
  • Assist with IT infrastructure improvements for client
  • Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support
  • Interact as needed with the IT service provider and client stakeholders
  • Provide technical assistance to client staff concerning the use of computer hardware and software, including office applications, operating systems, printing, and hardware installation
  • Assist with program account creation, account setup and account access
  • Configure workstations and user accounts, including phone, Ethernet, computer, docking station
  • Provide equipment and services orientation to new employees
  • Facilitate help desk ticket resolution between employees and IT service provider and serve as escalation point to employees with unresolved open tickets
  • Maintain equipment and software inventory
  • Coordinate the purchase of new workstation, software and license renewals
  • Perform other client task and duties as required

Skills and Qualifications:

  • Minimum 5+ years of experience
  • Bachelor's Degree in Information Systems or related degree; or equivalent cobmination of education, training certifications, and experience
  • Experience with Mac (80%) and Windows (20%) client operating systems and troubleshooting problems with Mac and Windows related software, including:
  • Microsoft 365
  • Active Directory Users and Groups
  • Azure AD
  • Jamf
  • Intune
  • Experience with Endpoint Security software including:
  • Configuration / deployment management tools such as JAMF, Intune, etc.
  • Endpoint Detection and Response Tools such as Sentinel One and Microsoft Security
  • Group Policy
  • Email security
  • Solid understanding of network connectivity, wireless and wired
  • Familiarity with aviation and Part 139 airports a plus
  • Automation and central deployment experience
  • Strong analytical and deep-dive problem solving skills across multiple disciplines (HW, OS, Network, etc.)
  • Understand ITIL Concepts (certification is a plus)
  • IT Service Management tooling (ServiceNow, FreshService, etc.)
  • Management and deployment experience of 3rd party software platforms and solutions
  • Vendor management experience
  • Ability to prioritize and field service requests and incidents, via ticket, phone and occasional ad-hoc walk-ups individually and assisting team members
  • Demonstrates strong knowledge and developing expertise in end user technologies
  • Excellent interpersonal skills
  • Strong orientation to customer service
  • Asks for help and works collaboratively with team members when issues present themselves
  • Ability to document processes and train team members with ease
  • Successfully executes all assignments timely and within acceptable quality levels
  • Well organized with strong asset and license capacity planning experience
  • Ability to deploy and support misc. office equipment (printers, projectors, video conf.)
  • Experience with physical security management solutions
  • Flexible to provide some after-hours support and escalation

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