IT Operations Specialist

Bee Talent Solutions - Durham, NC

Full-time

Durham, NC

About the position

The IT Operations Specialist, specifically the Service Desk Administrator I, is responsible for coordinating, diagnosing, and troubleshooting technology-related issues for internal employees. This role provides essential support services for desktop, laptop, and network services, ensuring timely resolution of problems and effective communication with users. The position also involves developing and implementing standard operating procedures for IT support, maintaining relationships with users, and supporting various company-standard systems and applications.

Responsibilities

• Receives requests through the IT ticketing system, email, Slack, or phone for assistance on computer-related problems; determines severity of problems; troubleshoots, resolves, or refers to appropriate technical staff as necessary.
• Participates in the acquisition, installation, upgrade, and maintenance of workstations, laptops, software, and related systems; installs, relocates, and configures software for new users; manages hardware and software asset lists.
• Ensures quality customer service to staff; provides accurate feedback on technical problems; coordinates communication between users and IT staff.
• Utilizes and maintains ticket tracking systems and related software to ensure efficient help desk operations; maintains forms, documentation, and logs.
• Escalates technical issues and coordinates with IT staff to resolve problems and provide solutions.
• Ensures conformance with established IT and company policies and procedures; recommends improvements in workflow and procedures; implements approved improvements; provides on-call support.

Requirements

• Good communication and people skills
• Troubleshooting skills for Windows/Mac based platforms, smartphones, and A/V equipment
• Willingness to learn, develop, and contribute in a fun, fast-paced environment
• Self-starter with interpersonal skills and creative problem-solving abilities

Nice-to-haves

• VMware ESXi/Horizon experience
• JIRA and Confluence experience
• Office365 experience or exposure on the administrative side
• Knowledge of domain management applications
• Demonstrated knowledge of networking and hardware standards
• Solid understanding of security concepts, principles, and practices
• A+/Microsoft certification preferred (or working towards)