Senior IT Operations Analyst
1 month ago
Pyramid Consulting, Inc. is seeking a highly skilled Senior IT Operations Analyst to join our team. As a key member of our IT operations team, you will be responsible for ensuring the smooth operation of our IT infrastructure and providing exceptional technical support to our staff.
Key Responsibilities:- Develop and implement standard operating procedures and customer service guidelines for IT support.
- Provide timely technical assistance to staff on the use of computer hardware and software, including office applications, operating systems, printing, and hardware installation.
- Configure workstations and user accounts, including phone, Ethernet, computer, docking station, and provide equipment and services orientation to new employees.
- Facilitate help desk ticket resolution between employees and IT service providers and serve as an escalation point for unresolved open tickets.
- Maintain equipment and software inventory and coordinate the purchase of new workstations, software, and license renewals.
- Perform other tasks and duties as required.
- 5+ years of experience in IT operations and technical support.
- Extensive experience with Mac (80%) and Windows (20%) client operating systems and troubleshooting problems with Mac and Windows-related software.
- Configuration/deployment management tools such as JAMF, Intune, etc.
- Endpoint Detection & Response Tools such as Sentinel One and Microsoft Security.
- Group Policy, Email security, and solid understanding of network connectivity.
- Automation and central deployment experience.
- Strong analytical and deep-dive problem-solving skills across multiple disciplines.
- Ability to prioritize and field service requests and incidents via ticket, phone, and occasional ad-hoc walk-ups individually and assisting team members.
- Understand ITIL Concepts and IT Service Management tooling.
- Management and deployment experience of 3rd-party software platforms and solutions.
- Vendor management experience.
- Well-organized with strong asset and license capacity planning experience.
- Ability to deploy and support miscellaneous office equipment.
- Experience with physical security management solutions.
- Excellent interpersonal skills.
- Flexibility to support after-hours escalation & support.
- Familiarity with aviation and Part 139 airports a plus.
- Bachelor's degree in information systems or related degree; or equivalent combination of education, training certifications, and experience.
Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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