Site Operations Specialist

3 weeks ago

New Orleans LA USA, United States Universal Data Full time
Job Overview

The Site Operations Specialist plays a crucial role in ensuring exceptional client satisfaction. This position involves handling day-to-day tickets and escalated support requests for the Help Desk Team.


The ideal candidate will be responsible for providing on-site support, troubleshooting, and resolving technical issues. They will also be responsible for maintaining accurate records and communicating effectively with clients.


Key Responsibilities
  • Resolve escalated onsite Helpdesk Tickets
  • Deliver exceptional client experiences through friendly, quick, and helpful interactions
  • Provide on-site troubleshooting and technical support
  • Install and remove equipment as needed
  • Perform on-site hardware maintenance and support

Use of Our Ticketing System
  • Utilize our ticketing system to manage and resolve Helpdesk Tickets and Service Requests
  • Manage and record all work through our ticketing system
  • Maintain accurate client documentation
  • Ensure client inventory remains up-to-date
  • Split tickets with multiple issues into individual tickets
  • Prevent tickets from becoming stale throughout the process

Project Work
  • Assist the projects team with on-site project work as needed

Communication, Reporting, and Risk
  • Create and maintain documentation for on-site processes
  • Escalate tickets requiring Team Lead support
  • Communicate client ticket status and notify of changes or outages
  • Submit timesheets and expense reports as indicated in SOPs
  • Identify, communicate, and mitigate potential risks to Team Leads and clients

Teamwork
  • Follow the schedule provided by the Service Coordinator/Dispatcher
  • Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
  • Follow all security procedures and maintain a vigilant eye for security issues
  • Identify opportunities for improvement and suggest constructive changes
  • Contribute to innovative change effectively
  • Perform other duties as required by the Service Delivery Coordinator, Director of Operations, or CIO

Required Skills and Attributes
  • Current entry-level certification or greater (e.g., Sec+ or Net+)
  • Able to solve problems and challenges
  • Excellent communication skills, founded in being a good listener
  • Understanding of support tools, techniques, and technology used to provide services
  • Understanding of operating systems, business applications, printing systems, and network systems
  • Diagnosis skills for technical issues related to end-user hardware and software and network devices
  • Experience with structured cabling (tidy cable management is a must)
  • Experience installing and maintaining networking and VoIP equipment
  • Experience working with the Microsoft 365 Platform
  • Experience in clean workstation installations (tidy cable management for end-user devices)
  • Experience working with vendors for expedited troubleshooting of hardware and software systems
  • A deep desire to deliver an amazing client experience
  • Knowledge of IT applications, software, and hardware
  • Ability to keep up with and adapt to the fast-paced IT world
  • Experience working on a Helpdesk or for a Managed Service Provider (MSP)/IT Support Business

Physical Requirements
  • Physical Demands: The physical demands described here are representative of those that may need to be met by an employee to successfully perform the essential functions of this position.
  • While performing the duties of this position, the employee is regularly required to talk, hear, stand, walk, sit, reach with hands and arms, climb or balance, stoop, kneel, crawl, and drive. The employee must be able to lift parcels weighing up to 100 pounds.

Work Environment
A majority of the work will be performed at client locations, which may vary in terms of quality of workspace.

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