IT Operations Support - 26319

$63,003 - $63,003/Yr

Computer Enterprises - Pittsburgh, PA

Full-time - Entry Level

Remote - Pittsburgh, PA

Professional, Scientific, and Technical Services

About the position

The IT Operations Analyst will support the utility client by managing IT services and infrastructure to meet operational goals. This role involves troubleshooting hardware, software, and network issues, providing 24x7 helpdesk support, and ensuring compliance with operational processes. The position is a long-term contract with a hybrid work schedule based in Pittsburgh, PA, and requires both teamwork and independent work capabilities.

Responsibilities

• Troubleshooting and resolving remote hardware, software, and network issues
• Identification and triage of incidents and requests
• Documenting and engaging on all tickets in Cherwell to maintain a historical record of activity
• Monitoring Production Batch (Mainframe and Distributive)
• Working with Control-M or other scheduling packages to understand job dependencies and assess the impact of modifications
• Working with teams in an MSP and/or high-volume internal IT support environment
• Interpreting system and event messages and alerts via monitoring tools and software applications
• Developing new processes and procedures to enhance operations
• Complying with business and disaster recovery runbooks
• Creating and maintaining accurate documentation/procedures
• Communicating status updates with key stakeholders during major incidents
• Ensuring compliance with regulatory standards
• Analyzing and providing resolution to complex and dynamic enterprise technology issues
• Working together with vendors to aid in repairs of hardware
• Identifying incident trends and recommending 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
• Detail-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

Benefits

• Medical
• Dental
• Vision
• 401k