IT Operations Analyst

• Provides support in the overall end user functions related to IT systems in individual business units, concentrating on more complex and difficult technological issues. 
• Provides first-class technical support to clients by isolating, analyzing, and solving the clients technical issues that affect their operational effectiveness.
• Will naturally possess customer service soft skills needed to compliment the technical understanding of the supported software and platforms.
• Performs optimization of operating systems, including the application of Operating System patches, and troubleshooting communication devices. 
• Offers fitting and creative solutions for client issues which meet all previously fixed quality standards; escalates calls within the given time guidelines. 
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels.
• Monitors compliance with service level agreements throughout the business units.
• Manages expectations of end users through regular communications channels and progress reports. 
• Adhere to and improve IT support policies and procedures.
• Imaging and deploying operating systems, software, and security patches.
• Provide technical assistance and one-on-one support to remote users.
• Assess the need and implement performance upgrades to workstations.
• Maintain asset and user management system and improve procedures as necessary.
• Accurately document instances of desktop equipment or component failures, repairs, and installation.
• Conduct research on desktop products in support of desktop procurement and development efforts.
• Develop expertise for troubleshooting all 3rd party productivity, communication, and business systems.
• Provide solutions for Service Management process improvements.

Qualifications:

• Minimum of 2 years of experience on desktop support to include installing and supporting hardware and software.
• Excellent customer service skills
• Good working knowledge required for Microsoft Operating Systems and Microsoft Cloud Applications
• Working knowledge of Office 365, Active Directory
• Working knowledge of networking concepts and applications.
• Strong communication skills with the ability to listen well to others and develop effective solutions to meet needs.
• Comfortable communicating in person and via phone with peers, managers, and vendors. 
• A proven track record of being well organized and able to manage projects to meet deadlines.
• Ability to handle confidential information in accordance with organization policies and procedures.
• Office environment with extensive sitting, some standing, walking, stooping, reaching and the ability to lift 40 pounds.

Preferred Skills and Abilities:

• Bachelor’s degree in Information Technology-related field or 5 plus years work related experience
• Familiar with Amazon Web Services and Azure AVD platforms and configuration.
• Experience with Mobile Device Management and iOS device provisioning.
• ITIL Certified is a Plus