Job Description
The IT Operations Specialist provides hands-on Tier 1 to Tier 3 support, ensuring employees receive prompt, reliable technical assistance. This role is responsible for troubleshooting and resolving hardware, software, and network issues while delivering a high level of internal customer service. The position maintains and supports end-user devices, network equipment, and ensures conference room and audio-visual technology are fully functional. This role also partners with our Managed Service Provider (MSP) to support servers, firewalls, and security systems, helping maintain overall system performance, stability, and security.
DUTIES & RESPONSIBILITIES
Provide Tier 1 to Tier 3 technical support, including troubleshooting and resolving hardware, software, and basic network issues for end users. Deliver a high level of internal customer service, ensuring timely response and resolution of support requests. Configure, deploy, and maintain laptops, desktops, mobile devices, and user accounts. Support and maintain conference rooms and audio-visual equipment, ensuring all technology is fully functional for meetings and events. Maintain and support end-user technology and office systems, including printers, phones, and related equipment. Manage and maintain the IT ticketing system, including ticket assignment, tracking, and reporting on key performance metrics. Assist in maintaining a primarily cloud-based environment (Microsoft 365, Azure, Okta, and Egnyte), including basic administration of users, devices, and access. Partner with the Managed Service Provider (MSP) to support servers, firewalls, network infrastructure, and security systems; escalate issues and coordinate resolution as needed. Monitor system performance and communicate issues to the MSP to ensure uptime, reliability, and security. Support implementation of security updates, patches, and standard system maintenance activities in coordination with the MSP. Collaborate with Facilities to support building systems, including security and access controls, and provide backup support for fire/life safety systems as needed. Assist with IT-related projects, vendor coordination, and evaluation of systems or tools to improve efficiency and user experience. Maintain documentation, including procedures, equipment inventory, and support guides. Assist with maintaining disaster recovery and equipment replacement plans. Perform other duties and responsibilities as assigned.
