IT Operations Specialist

About the position

The primary responsibility of the IT Operations Specialist is to oversee the governance of Shaker’s technology software platforms, respond to ticket escalations, and assist with various IT projects. This role reports directly to the IT Director and involves collaborating with the IT Team to organize, maintain, and establish new workflows or processes aimed at enhancing the efficiency of the IT Team.

Responsibilities

• Analyzing IT spending across different areas like hardware, software, maintenance and renewals to identify cost-saving opportunities.
• Ensure timely payment of IT-related expenses, including cloud services, subscriptions, and maintenance contracts.
• Coordinate with the finance department to review and process IT invoices and expenditures.
• Document support solutions and maintain internal knowledge base articles to enable faster issue resolution.
• Maintain accurate and up-to-date documentation of IT processes, systems, and procedures.
• Oversee the management and governance of technology software platforms.
• Identify opportunities for process improvements and implement best practices to enhance IT operations.
• Ensure proper IT asset management, software licensing, and inventory tracking.
• Provide day-to-day technical support and maintenance for the company’s systems, applications, and network infrastructure to ensure smooth operations.
• Contribute to small-scale IT projects (e.g. new hardware rollouts, software implementations) by coordinating task schedules, communicating with users, and ensuring successful execution.

Requirements

• Associates degree in a computer technology related program or relevant industry certification.
• 3+ years of experience in a similar role.
• Excellent organization and project management skills.
• A strong understanding of client Operating Systems, specifically Windows 11 and MacOS.
• A strong understanding of Microsoft 365 client products such as Microsoft Office, Microsoft Teams, etc.
• A good understanding of iOS and Android mobile device platforms.
• Familiarity with Microsoft 365 tenant administration consoles such as Admin, Exchange, Teams, SharePoint, Entra, etc.
• Familiarity with IT ticketing systems such as Zendesk.
• Basic understanding of networking protocols such as WIFI, TCP/IP, DNS, DHCP, SSH, SMTP, etc.
• Ability to complete projects independently and with minimal supervision.
• Excellent written and oral communication skills.
• Effective interpersonal communication and problem solving - using a high degree of patience and problem management techniques.

Benefits

• Competitive pay
• Health benefits
• Financial benefits
• Opportunity to work among innovative, friendly colleagues