IT Technology Specialist

Position Specific Description

This position is responsible for day-to-day IT infrastructureoperational support. This role provides technical support for all end users with a high degree of customer contact and focus, ultimately generating outstanding customer satisfaction.

Candidate must be a US citizen or US Permanent Resident due to the nature of the work

Provide (24x7x365) on-call support on a rotational basis.
Contributes to the ongoing implementation of process improvements, automation, and leveraging AI to enhance the efficiency and delivery of IT Operations services.
Uses ServiceNow capabilities such as reporting, dashboards, and ticketing system to analyze and communicate Operational activities and monitor SLA’s.
Serve as a subject matter expert in the areas of end user support and network infrastructure.
Strategic and analytical mindset with strong problem-solving abilities
Demonstrated experience understanding infrastructure operations
Plan and deploy network infrastructure while proactively identifying and resolving potential issues before they impact operations
Perform complex troubleshooting and root cause analysis using advanced diagnostic tools and methodologies
Ability to multi-task projects with limited lead time in a critical environment
Participates in the implementation of network infrastructure, availability and change management
Advanced proficiency with desktop support, Microsoft Windows, Active Directory, macOS, iOS ecosystems, Tanium, ServiceNOW.
Collaboration Technologies: Expert-level support for WebEx, Teams, Zoom, and AV Systems
Network Infrastructure: Deep understanding of TCP/IP, LAN, Wi-Fi, security protocols, and enterprise networking
Asset Management: Enterprise-level device lifecycle management and procurement processes
Ability to translate complex technical issues into clear simplified statements
Experience facilitating meetings and ability to align technology solutions with strategic business objectives
Understanding of corporate governance and risk management
Experience managing external vendors
Troubleshoots hardware, system, and application issues
Experience managing sensitive information with highest levels of discretion
Ability to self-lead and prioritize workstreams
Oversee activities with procurement, delivery of assets, and user integrations
Performs other job-related duties as assigned
Job Overview
This position is responsible for day-to-day (24 hours per day, seven days per week) operational support for an organization’s Local Area Network (LAN) and Wide Area Network (WAN) infrastructure, including data- and voice-related activities. Employees in this role provide technical support for all client devices with a high degree of customer contact and focus, ultimately generating a high degree of customer satisfaction.

Job Duties & Responsibilities
• Identifies new or trending issues, determines root causes, and quickly resolves the issues

• Acts as a liaison between project and engineering teams and the ultimate customer

• Coordinates, schedules, and performs the end-work required to implement projects

• Provides Technology Café Associate support

• Performs other job-related duties as assigned

Required Qualifications
• High School Grad / GED

• Bachelor’s or Equivalent Experience

• Experience: 2+ years

Preferred Qualifications
• Bachelor’s Degree