Technical Operations Manager

7 days ago

Baltimore, Maryland, United States GOODWILL IND OF THE CHESAPEAKE INC Full time
Job Summary

The IT Technician is responsible for delivering technical support to operations at Goodwill Industries of the Chesapeake, as well as support to IT projects in alignment with the organization's mission and strategy. Technical operations support encompasses the installation, maintenance, diagnosis, and repair of computer software and hardware, including printers, fax machines, modems, time clocks, audio/visual equipment, and other office and retail equipment. The IT Technician will also provide support for all major or minor PC repair issues, from virus and spyware removal to hardware troubleshooting and basic network setup. The IT Technician is expected to undertake general tasks that promote seamless use of IT infrastructure in a work environment. The IT Technician is a hands-on position requiring territory-wide travel to various sites. Additionally, the IT Technician will provide support for software upgrades and implementations.

Key Responsibilities
  • Technical Operations
    • Provide technical support via phone, remote access, or site visits as needed through Help Desk operations.
    • Create and configure user accounts, email addresses, and access permissions.
    • Support Windows 10/11, Windows Servers, Entra ID, Microsoft 365.
    • Monitor networking equipment and servers.
    • Monitor web performance, network availability, and security.
    • Oversee troubleshooting for system errors.
    • Provide helpdesk support for IT issues during on-call rotation.
    • Provide orientation and guidance to users on how to operate new software and computer equipment.
    • Evaluate connectivity issues, equipment, and software.
    • Modify configurations, utilities, software, etc.
    • Set up equipment and access for new users.
    • Install, test, and monitor servers, firewalls, and new software.
    • Repair or replace damaged hardware.
    • Maintain record/logs of repairs and fixes and maintenance schedule.
    • Maintain IT inventory and assets.
    • Perform routine system updates, backups, patches, and upgrades.
    • Install and configure hardware and software components.
    • Assist with Servers, LAN/WAN technologies, computer repair/troubleshooting software, networks, antivirus protection, Wi-Fi technology, and more.
    • Ensure security and privacy of networks and computer systems.
  • IT Projects
    • Assist with the design, implementation, and ongoing support of new software and features.
    • Strong analytical and problem-solving capabilities, with a knack for handling multiple projects concurrently.
    • Collects and maintains requirements for system configurations, including communicating requirements for new software to ensure security and infrastructure compliance.
    • Assists in tracking project activities, configuration, testing, and support for upgrades and new systems.
Requirements and Qualifications
  • Bachelor's degree in computer science, information technology, cyber security, or a related field with three years of practical experience preferred, or an Associate's degree with five years of practical experience, or seven years of practical experience with a High School degree or equivalent.
  • Experience as a help desk technician, computer technician, or IT support required, including troubleshooting, repairing, and maintaining PCs and other general office or retail equipment.
  • Excellent communication and teamwork skills, aimed at delivering outstanding customer service.
  • A self-starter with a robust work ethic, capable of independent work.
  • Microsoft Certified Technology Specialist or Microsoft Certified IT Professional certification preferred.
  • Preferred certifications include CompTIA A+, CompTIA Net+ certification, Microsoft Certified: Azure Administrator Associate, and Microsoft Certified: Intune and Endpoint Manager Administrator. Experience with PowerShell commands and scripting preferred.
  • Demonstrable experience in networking, servers, cloud systems, Microsoft 365, Intune/Entra, Active Directory, and Azure.
  • Experience in configuring, implementing, and/or supporting cloud-based software applications preferred.
Requirements and Qualifications
  • Problem solver and attention to details.
  • Skilled in database administration and software installation.
  • Ability to troubleshoot and resolve multiple issues.
  • Ability to multitask, prioritize, and manage time efficiently.
  • Excellent verbal and written communication skills.
  • Comfortable in a diverse and fast-paced environment.
  • Goal-oriented, organized team player.
  • Experience working with network and server management support.
  • Up-to-date knowledge of new systems, information, software, and upgrades.
  • Ability to physically stand, bend, squat, and lift equipment.
  • Willing to travel to client sites.
  • Establishing good relationships with all departments, colleagues, and vendors.
Certificates, Licenses, Registrations
  • Valid and unrestricted Maryland state driver's license.
Knowledge, Skills, and Abilities
  • Demonstrates core values of accountability, collaboration, respect, compassion, and performance excellence.
  • Demonstrated problem-solving strategies and practical knowledge.
  • Strong interpersonal skills with the ability to effectively communicate through various methods.
  • Customer service-minded with strong organizational skills.
  • Ability to schedule site visits efficiently, effective time management skills.
  • Complete knowledge of Microsoft Windows 10 and Office 365 products.
  • Extensive knowledge of laptop and PC hardware and design.
  • Ability to communicate technical information in a non-technical manner.
  • Trustworthy and dependable.
  • Ability to complete tasks with limited direct supervision.
Physical Requirements

Medium

Lifting to 50 pounds maximum with frequent lifting and/or carrying of objects weighing up to 25 pounds. May be required to regularly stand for extended periods of time, walk, reach with hands/arms with full range of motion, climb or balance, stoop, kneel, crouch or crawl, push or pull. Regularly required to talk and hear. Frequently required to use hands and fingers to hold, handle, and feel objects, knobs, keys, and/or buttons.

Work Environment

Moderate

Employee may be exposed to moving mechanical parts, wet and/or humid conditions, fumes or airborne particles, and outside weather conditions. The noise level is usually moderate. Position requires up to 85% local territory-wide travel. Access to own vehicle is required.

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