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IT Operations Support Specialist
2 months ago
As a key member of the IT team, you will independently manage Desktop and Warehouse systems software and hardware. Your responsibilities will include implementing and maintaining software solutions that enhance business and warehouse operations. Collaborating closely with Desktop Engineers, you will analyze and uphold Desktop systems, ensuring operational documentation is prepared and maintained. Additionally, you will support warehouse printers and various handheld devices, including scanning technology, while also overseeing network wiring tasks. You will take a proactive role in establishing policies and procedures.
KEY RESPONSIBILITIES:
- Deliver exceptional customer service to internal users through various channels including phone, in-person, and ticketing systems.
- Prioritize support requests based on their impact on business operations.
- Provide advanced technical support for major warehouse systems, software, and hardware.
- Efficiently manage the ticket queue by analyzing issues, providing swift resolutions, and documenting solutions thoroughly.
- Adhere to established processes and procedures while supporting Desktop operational tools and systems; develop new processes as necessary.
- Lead projects and system upgrades, ensuring timely completion.
- Exhibit strong analytical skills, utilizing sound judgment and escalating issues when necessary.
- Conduct proactive research on recurring issues to achieve final resolutions.
- Create user-friendly self-help documentation and prepare necessary materials to support Desktop and Warehouse operational tools.
- Collaborate with team members and other departments to troubleshoot and implement new systems effectively.
- Accept guidance from management and work effectively with remote team members.
- Stay updated on technical advancements by learning new software, applications, and processes through various training methods.
- Comply with corporate security policies and standards, informing others as needed.
- Perform additional duties as assigned by supervisors.
- Participate in on-call support rotation, requiring 24/7 availability during assigned periods.
- Submit requests related to security, authentication, governance, and compliance for corporate systems.
- Demonstrate high comprehension of email communications to identify issues that may involve other departments.
MINIMUM QUALIFICATIONS:
- An Associate's degree from a technical institution or two to three years of relevant experience and/or training, or an equivalent combination of education and experience.
- Willingness and capability to learn new tools and processes.
- Strong reading and writing skills, particularly with technical information.
- Ability to accept guidance when necessary.
- Self-motivated, especially in remote work environments.
