IT Operations Specialist

Position Overview

Provide telephonic and remote assistance to users for troubleshooting and resolving issues related to computers, printers, software, and networks. Utilize various tools and techniques to quickly diagnose and fix problems. Perform hands-on tasks to identify, repair, or replace components or entire workstations effectively.

Education/Credentials/Experience

• Bachelor's degree in Information Technology or related field preferred.
• Two or more years of experience in a corporate Helpdesk environment.
• At least 1-2 years of experience in a corporate Desktop Support role is preferred.
• CompTIA A+ and NET+ certification preferred but not required.
• Fundamental knowledge of networking concepts (such as TCP/IP protocols), Active Directory, Exchange, and Microsoft 365
• General knowledge of electronics, PC architecture, PC operating systems, Microsoft Office.
• Demonstrated expertise in Remote Desktop Management, PC troubleshooting, configuration and maintenance and printer troubleshooting.
• Experience with current Windows operating systems. Extensive application support experience of current Microsoft Office family of products. Familiarity or experience with current Microsoft SharePoint family of products.
• Working knowledge of a range of diagnostic utilities, including application error and system event logs review.

Essential Duties/Responsibilities

• Apply system analysis techniques to resolve technical problems with computer hardware, software, mobile devices and telecommunication systems.
• Perform desktop support for corporate employees when necessary - including but not limited to new office setups, relocating cubicles and setting up executive meetings.
• Being comfortable with performing remote troubleshooting and installations when tickets escalated to our teams queue.
• Triage and resolve Tier 1 and 2 requests and develop an understanding of Tier escalation process.
• Effectively test fixes to ensure issues have been adequately resolved.
• Perform post-resolution follow-ups to ensure problem resolution.
• Fully document all pertinent end user identification including name, department, contact information, etc. as well as ensure that all resolution notes are entered appropriately.
• Configure, maintain, test, and document IT Operations specific applications and knowledge base as well as document and monitor incident and work requests per departmental
• Solve complex problems independently or collaboratively with IT colleagues.
• Answer, evaluate, and prioritize incoming requests for
• Fulfill routine communication requirements, including system documentation and status
• Utilize Ticketing system to document and manage client requests and
• Provide training to end users as needed on any supported Microsoft technologies or contract specific applications.
• Ability to follow and adhere to simple and complex instructions, including SOP's.
• Create and update procedural
• Review and evaluate new technology and make recommendations for use within IT, Corporate and the company as a whole.
• Willingness and ability to travel.

Impellam Group and its brands are equal-opportunity employers committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, pregnancy or maternity, national origin, age, disability, veteran status, or any other factor determined to be unlawful under applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application, interview process, pre-employment activity, and the performance of crucial job functions.

If you require additional disability considerations, modifications, or adjustments please let us know by contacting HR-InfoImpellamNA@impellam.com or fill out this form to request accommodations.