IT Operations Support Specialist

4 weeks ago

Pittsburgh, Pennsylvania, United States Computer Enterprises, Inc. Full time
Job Summary

CEI is seeking an IT Operations Support professional to join our team. As an IT Operations Support Specialist, you will be responsible for providing technical support and assistance to our clients and internal teams.

Key Responsibilities
  • Troubleshoot and resolve remote hardware, software, and network issues
  • Identify and triage incidents and requests
  • Document and engage on all tickets in Cherwell to maintain a historical record of activity
  • Monitor Production Batch (Mainframe and Distributive)
  • Work with Control-M or other scheduling packages with an ability to understand job dependencies, predecessors, and successors and assess the impact of modifications to Control-M schedules
  • Work with teams in an MSP and/or high-volume internal IT support environment
  • Interpret system and event messages and alerts via monitoring tools, and software applications, and generated email findings, developing new processes and procedures to enhance operations
  • Comply with business and disaster recovery runbooks
  • Create and maintain accurate documentation/procedures
  • Communicate status updates with key stakeholders during major incidents
  • Ensure compliance with regulatory standards
  • Analyze and provide resolution to complex and dynamic enterprise technology issues
  • Work together with vendors to aid in repairs of hardware
  • Identify incident trends; recommend and implement improvements to reduce incidents
Requirements
  • Experience working in an IT environment with emphasis in Service Desk and Operations Management
  • ITIL certified a plus
  • A+ certification (or vendor-specific equivalent)
  • Experience working with virtual/remote staff members
  • Problem-solver and resourceful; know how to find answers
  • Thorough understanding of ITIL Processes, experience working with Cherwell
  • Experience supporting aspects of a Windows server infrastructure, VMware, Azure, or other cloud environments
  • Understanding of Network Monitoring Applications (OP5/Nagios)
  • Familiarity with Cherwell and Control-M
  • Active Directory, Unlocking Accounts, Resetting Passwords
  • Competence in MS Office required, including MS Excel, MS Access, MS Word
  • Detailed-oriented, aware of secondary effects resulting from changes
  • Experience working both independently and as part of a project group
  • Must possess a positive and professional attitude
  • Strong communication, organization, and planning skills
  • Ability to learn concepts quickly and share knowledge with other team members

CEI delivers solutions that help our customers transform their businesses and achieve meaningful results as a trusted technology partner. From strategy and custom application development through application management - our technology and digital experience services are tailored to meet each unique need of our customers. Our staffing solutions bring specialized skills to complement our customers' workforce and project requirements.

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