IT Operations Specialist - PCC

ViziRecruiter,LLC.; Merrimack (NH); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

Medical insurance

401k plans

Generous paid time off

Job summary

A technology solutions provider in Merrimack, New Hampshire seeks an IT Support Specialist to handle user incidents, assist with IT issues, and ensure service levels are maintained. The ideal candidate possesses advanced Microsoft Office skills and a strong technical aptitude. Responsibilities include monitoring systems for errors, documenting solutions, and providing customer service. This role emphasizes attention to detail, analytical skills, and effective communication within a collaborative environment.

Qualifications

• Advanced skills in Microsoft Office, especially in Word and Excel.
• Ability to learn and apply newly acquired technical skills.
• Proficiency in network and computer hardware.

Responsibilities

• Interact with users regarding IT service incidents and requests.
• Assist with IT-related issues across various applications.
• Monitor tickets for timely resolution and escalation.
• Monitors tickets to ensure timely resolution and effective escalation.
• Handles a high volume of inbound interactions while frequently task-switching among competing priorities while maintaining the highest levels of customer service.
• Executes Operation Schedule within the established time and accuracy guidelines. Assesses impact of incidents and develops company-wide communications as needed to provide status to users.
• Provides the initial point of contact for all technical and problem management support to employees; responds to inquiries and refers issues to the appropriate department or person and exhibits the necessary follow through to ensure timely closure.
• Monitors systems to quickly identify malfunctions or errors so as to initiate corrective action within authority; escalates to IT on-call personnel and/or corresponds with third party vendors for routine or emergency maintenance; ensures integrity of data and processing environment are maintained within predefined standards, models and goals 24X7.
• Creates and maintains required documentation, including both program-level and user-level documentation.
• Interfaces with functional users as well as remote operations centers in both routine and reactive monitoring situations, including creating and updating technical support documentation in a formal knowledge base.
• Proactively cross-trains in all areas of the department; maintains sufficient knowledge of business continuity plan directives and participates in business continuity testing.
• Performs all other duties or special projects as assigned.

Skills

Advanced Microsoft Office skills

Technical aptitude

Customer-oriented

Attention to detail

Analytical skills

Interpersonal skills

Problem solving

Attention to detail

Tools

VoIP provisioning

Job description

Introduction

Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation.

Overview

What We Do: We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are: Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us: You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional well-being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Working under minimal supervision from the Manager, Client Services, referring only unfamiliar / undocumented issues for management review or approval, the incumbent supports the day-to-day operation of the business through Level-1 IT incident resolution and request management, monitoring of computer systems and application of documented solutions to maintain committed service levels, creation and delivery of technical communications to workers, construction of detailed incident analysis to aid in the root-cause elimination of defects in computer systems and/or processes, and execution of other work as assigned. Where applicable, this position assures departmental processes are performed in compliance with applicable Sarbanes-Oxley controls.

Responsibilities

• Interacts with the user community regarding IT service incidents, requests and how-to inquiries through a broad variety of interaction channels.
• Assists with moderately complex IT-related issues across a diverse application software portfolio, multiple hardware types and several business units.
• Reviews incident tickets to discover and document trends for presentation to service owners.
• Monitors tickets to ensure timely resolution and effective escalation.
• Handles a high volume of inbound interactions while frequently task-switching among competing priorities while maintaining the highest levels of customer service.
• Executes Operation Schedule within the established time and accuracy guidelines. Assesses impact of incidents and develops company-wide communications as needed to provide status to users.
• Provides the initial point of contact for all technical and problem management support to employees; responds to inquiries and refers issues to the appropriate department or person and exhibits the necessary follow through to ensure timely closure.
• Monitors systems to quickly identify malfunctions or errors so as to initiate corrective action within authority; escalates to IT on-call personnel and/or corresponds with third party vendors for routine or emergency maintenance; ensures integrity of data and processing environment are maintained within predefined standards, models and goals 24X7.
• Creates and maintains required documentation, including both program-level and user-level documentation.
• Interfaces with functional users as well as remote operations centers in both routine and reactive monitoring situations, including creating and updating technical support documentation in a formal knowledge base.
• Proactively cross-trains in all areas of the department; maintains sufficient knowledge of business continuity plan directives and participates in business continuity testing.
• Performs all other duties or special projects as assigned.

Requirements

• Advanced Microsoft Office skills to include creating presentations, creating documents in Word to included advanced formatting, creating spreadsheets to include the use of macros.
• Technical aptitude with ability to absorb and apply newly learned technical skills.
• Advanced knowledge of computers, networking, and electronics.
• Intermediate knowledge of phone provisioning in a VoIP environment.
• Customer oriented with ability to listen to and anticipate needs of the customer.
• Attention to detail in composing, keying, and proofing professional business materials.
• Proven aptitude for identifying opportunities for and building automation to increase the speed and enhanced the quality of results from repeatable processes.
• Working knowledge of information technology help /service desk requests with ability to read, understand and communicate on-line Standard Operations Procedures; ability to understand specified hardware and software used; ability to troubleshoot, prioritize and escalate problems effectively; ability to learn and apply new technology.
• Adaptable with ability to switch tasks based on shifting priorities.
• Analytical with ability to draw conclusions from data, systematic and rational.
• Articulate with ability to express oneself clearly and professionally in written and oral communication with proficiency in English required.
• Interpersonal skills with ability to work well with all levels of the organization.
• Conceptual with ability to conceive mentally, formulate ideas, use imagination to achieve results.
• Detail oriented with item-by-item focus, meticulous attention to detail with ability to proofread for accuracy.
• Judgment with ability to formulate opinions, compare and decide with good sense.
• Organized state of mind with ability to document activities, anticipate problems, plan schedules and monitor performance according to priorities and deadlines.
• Calm demeanor with ability to work calmly in difficult situations and form logical conclusions.

Because of the possibility for fraudulent job postings on many popular job boards, please be advised that Connection will never offer a position of employment without a complete interview process and communication with a “live person."