IT Operations Associate

Coaction Global, Inc.; Northern, New York (KY, NY); Hybrid; USD 55,000 - 65,000; Full time

Job summary

Coaction Global, Inc. in New York, NY, seeks an IT Operations Associate to deliver end-user IT support, focusing on complex technical issues, OS patches, and desktop deployments. You will operate in a fast-paced environment, ensuring high-quality service and SLA adherence.

The role requires 2+ years in desktop support, strong customer service, and proficiency with Windows, Microsoft 365, AD, and basic networking. On-site NYC office five days a week; benefits included.

Qualifications

• Minimum of 2 years in desktop support including hardware and software.
• Excellent customer service skills.
• Proficient with Windows OS and Microsoft 365.
• Experience with Office 365, Active Directory, and networking.
• Strong communication and problem-solving abilities to meet user needs.

Responsibilities

• Provide end-user IT support across business units and issues.
• Install, configure, test, maintain, monitor, and troubleshoot desktops and software.
• Manage OS patches, imaging, and device deployments.
• Maintain asset and user management records; document incidents.
• Escalate complex issues per SLAs and communicate progress to users.

Skills

Desktop support

Customer service

Windows OS

Microsoft 365

Active Directory

Networking basics

Education

Bachelor’s degree in IT or related field

5+ years IT support experience

Tools

Jira Service Management

ServiceNow

Job description

## IT Operations AssociateApply: New York, NY: Full time: Posted 3 Days Ago: JR100998At Coaction, we’re a unique mix of leaders, achievers, thinkers, and team players with a high-performance mindset and a diverse skillset. We bring our industry expertise together to continually push the boundaries of what insurance can be for our clients.**Job Description:*** 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 complement 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.* Experience with a ITSM ticketing system (Jira Service Management, Service Now)* ITIL Certified is a Plus**\\*\\*This role must sit in our NYC office FIVE days a week; remote work is not available for this position\\*\\*.**Salary range specific to for this role : $55,000-$65,000 + discretionary incentive bonus + benefits depends on various factors including, without limitation, individual and organizational performance. The offered rate of compensation will be based on individual education, experience, and qualifications. In addition, employees are eligible for standard benefits package including paid time off, medical, dental and retirement.