Information Technology Operations Specialist

Idexcel; Mountain View (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

A technology services company is seeking an Information Technology Operations Specialist in Mountain View, California. The role involves handling urgent IT support issues, acting as an escalation point for requests, providing data on KPIs, and offering VIP support to corporate executives. The ideal candidate has experience in enterprise IT, excellent troubleshooting skills, and is bilingual in English and Korean. This contract role at a mid-senior level emphasizes both technical capabilities and business acumen.

Qualifications

• Previous experience in enterprise IT with a solid understanding of business culture.
• Proficient in writing and presenting reports for management.
• Experience supporting Windows 11 and Mac OS.

Responsibilities

• Handle urgent and complex IT support issues.
• Act as an escalation point for IT requests and incidents.
• Provide data and reports on KPIs using Zendesk ITSM.
• Monitor IT communication on various platforms.
• Participate in escalation calls and review purchase orders.

Skills

Bilingual English/Korean

Troubleshooting

Report Writing

Microsoft Directory

SCCM Deployment

Tools

Zendesk ITSM

Slack

MS Teams

Job description

Information Technology Operations Specialist

Must be able to speak English/Korean bilingual

Job Description

Able to handle urgent and complex support issues and coordinate the effort within the IT Operations Team.

Act as an escalation point for all IT requests and incidents.

Develop and enhance phone and ticket escalation processes to ensure smooth escalation and information flow within the IT Operations team.

Provide data and reports on KPIs and trends using Zendesk ITSM on a weekly, monthly, and as-needed basis.

Responsible for daily ticket analysis and developing strategies for improvement.

Monitor all IT communication channels on Slack, MS Teams, and email.

Responsible for participating in escalation calls as needed.

Review and approve purchase orders responsibilities.

Review survey feedback to improve services, tools, and support experience.

Provide extensive VIP Support for 70+ Corporate Executives and dispatchers from HQ.

Working as primary technical support between tier 2 and the systems/network team.

Understanding Microsoft Directory, Group Policy, DNS, and certificates (Windows PKI).

Experience with SCCM on Image deployment, SCEP, and Deployment on Windows, Mac, and Linux.

Good troubleshooting technique on physical workstations, laptops, printers, etc.

Responsible for deploying and maintaining client in-house security tools.

Participate in the on-call rotation as an IT Operations Team Lead.

Requirements

Has previous experience in enterprise IT and a solid understanding of business culture.

Proficiency in writing reports for management and presenting them.

Create weekly and monthly reports for management and customers and present them.

Identify root causes of issues and communicate effectively with management and customers.

Experience in supporting Windows 11 and Mac OS.

Seniority level

Mid‑Senior level

Employment type

Contract

Job function

Information Technology

Industries

IT Services and IT Consulting and Information Services