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Specialist, IT Operations Support

10 hours ago

Jacksonville, Florida, United States Step up for students Full time

Do you have a passion for children and education? Would you like to positively impact families in need of help? We want to speak with you

Step Up For Students empowers families to pursue and engage in the most appropriate learning options for their children.

Step Up For Students offers an excellent benefits package:

SUFS Total Rewards

Medical - HSA/FSA - Dental - Vision

Company Paid Disability - Life Insurance

401K Match - Tuition Reimbursement

Generous Time off Policy - Professional Development

JOB SUMMARY

Reporting to the Manager, IT Operations Support, the Specialist, IT Operations Support is responsible for the day-to-day administration, troubleshooting and maintenance of desktop systems and applications. Serves as the first point of contact for customers that need technical assistance over the phone, email or in-person. The technician must have good technical knowledge and the ability to communicate solutions effectively. The ability to respond and support the systems in a timely manner is critical.

KEY RESPONSIBILITIES

  • Provide direct or over the phone support related to PCs, laptops, telecom devices, software applications and user access to the corporate network for remote individuals.
  • Respond to requests and incidents in the designated ITSM application and log support activities accordingly.
  • Coordinate support and repair efforts with third party vendors and onsite personnel.
  • Build, configure and physically set up computers, printers and accessories.
  • Maintain daily support of audio & video equipment.
  • Participate in the development and implementation of new business processes that improve efficiency and enhance productivity.
  • Maintain or develop training material, how-to guidance docs and knowledgebase articles for departmental or corporate use.
  • Provide systems training to new employees during new hire orientation.
  • Evaluate computer systems based on the company's corporate hardware policy.
  • Assist the Infrastructure team in lower level projects or tasks.
  • Participate in "On-Call" rotation for after-hours support.
  • Occasional travel to other office locations.
  • Incumbent may be required to perform other additional duties as assigned.

EDUCATION & EXPERIENCE

REQUIRED:

  • Demonstrated success and a proven track record of professional/life experience in specific job functions, projects, industries or military service can substitute for professional experience and/or formal education requirements.
  • Associate's degree or equivalent certification.
  • Experience in a corporate helpdesk or IT support position.
  • Experience providing white-glove customer service to stakeholders at varying levels.
  • Office 365 Administration experience.
  • IT Service Management (ITSM) experience.
  • Prior ticketing experience with systems such as Jira or ServiceNow.

PREFERRED:

  • Prior experience with Lansweeper.

KEY COMPETENCIES

  • Proven time management skills; able to multi-task.
  • Ability to work independently and as a team member.
  • Excellent customer service and support skills.
  • Strong knowledge of Windows Operating systems for workstations.
  • Ability to troubleshoot Windows Server Operating systems (Server 2008 R2, Server 2012 R2).
  • Good understating of Active Directory.
  • Able to work well under pressure.
  • Exhibit professional demeanor.
  • Ability to take direction and follow through with assignments.
  • Good planning, organizing and problem-solving skills.
  • Use initiative, exercise good judgment, and exhibit business savvy orientation.
  • Very strong conceptual, analytical, judgment and communication abilities are critical.
  • Extensive knowledge of Microsoft Office 365 and its products, especially Word, PowerPoint, Excel, and Outlook.
  • Knowledge of basic networking, client machine installation onto a network and local area troubleshooting.

CORE VALUES

Step Up For Students believes strongly in two key core values to carry out their mission of "We empower families to pursue and engage in the most appropriate learning options for their children.":

  • Everyone is an asset.
  • Every event is an improvement opportunity.

To maintain a positive and effective organizational culture, employees are expected to demonstrate these two core values in their everyday work.

WORKING CONDITIONS & EQUIPMENT USE

  • Work is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditions.
  • Valid driver license with proof of insurance.
  • Must be able to lift up to fifteen (15) pounds.
  • Frequent use of office machines to include telephone, computer, and printer.

Step Up For Students is an equal opportunity employer committed to diversity & inclusion in the workplace.