Associate IT Operations Technologist

Operations/Project Management Customer Services

General Summary

The Associate IT Operations Technologist serves as a member of the Information Technology team and supports the users at Southern Research with their IT needs and issues. These include day-to-day technical support, configuration and troubleshooting, to all users’ endpoint systems -desktops, laptops, thin clients, phones, smart phones, tablets, printers - software and hardware. Assists with recommendations for hardware and software solutions, including new acquisitions and upgrades for all end point devices. Participates in development of information technology and infrastructure projects with all other areas of IT.  Assist with the evaluation of specialized client software applications to ensure that basic configurations are considered for the continuous support and management. Assists with review, documentation, procurement, and licensing for software within the organization. Confers with higher level staff when dealing with highly complex issues.

Responsibilities:

  • Primary responsibility is end user support and customer service. Follow the service desk standard operating procedure of accurately logging and resolving all tickets using ticket-tracking software.
  • Respond to requests for technical assistance in person, via phone, electronically.
  • Troubleshoot, escalate and resolve issues associated with desktops, laptops, network, printers, remote access and file shares.
  • Assist staff with the installation, configuration and ongoing support of desktop computers, peripheral equipment and software.
  • Work with vendor support contacts to resolve technical problems with desktop computing equipment and software.
  • Use IT support request system to document, prioritize, and track requests.
  • Maintain inventory of equipment.
  • Identify and escalate situations requiring urgent attention - redirect problems to appropriate technical resources.
  • Perform other duties as may be required by supervisor.

Citizenship 

The position requires US Citizenship.

Minimum Qualifications: 

  • A working knowledge of IT hardware and basic set of applications

Preferred Qualifications:

  • Overall knowledge on IT hardware and software procurement and renewal processes.
  • Previous customer service experience strongly desired.
  • Associate degree in Computer Science, MIS, Information Technology or related field.
  • 3+ years’ experience in Helpdesk/Desktop Support environment, including the ability to diagnose and resolve technical hardware and software issues.
  • 3+ years’ experience with installation and support of: Windows OS client, Microsoft Office, VPN client, Encryption and Anti-Virus software.
  • Demonstrate knowledge and experience in general IT domains such as network, server, storage, MS Active Directory, etc.

Interpersonal Skills

  • Excellent interpersonal and customer service skills; friendly presence and helpful attitude; ability to work well with others
  • Excellent communication skills, both written and verbal; good presentation skills
  • Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
  • Requires a high degree of organizational and project management skills.
  • Must be able to work under stress with short timelines.
  • Ability and affinity to succeed in a fast-paced environment while multi-tasking.
  • Ability to manage time effectively, multi-task and adapt to changes quickly in a fast-moving environment.
  • Able to work a flexible schedule, weekends, holidays or on call as needed.
  • Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
  • Creativity. Ability to work around problems and come up with creative solutions.
  • Ability to work with or without direct supervision.
  • Exercise patience and professionalism during stressful situations.
  • Must be a team player and cultivate partnerships within the organization.
  • Occasional short notice travel might be required

Core Values

Integrity – we adhere to a code of sound ethical behavior that builds trust and confidence in all we do.  We clearly communicate expectations and provide reliable results and candid feedback to our employees, customers and stakeholders.

Safety & Environment – we are an environmentally conscious, safety first organization.  We value our employees and our planet and conduct our business consistent with that priority.

Excellence – we understand and consistently meet or exceed our internal and external customer’s expectations.  We are accountable for timelines, quality and cost.

Individual and Community Focused – we promote and open, collaborative and supportive environment by respecting the rights and contributions of every individual.  We openly communicate information and ideas to our stakeholders, customers, employees, and the larger community.

Innovation – we explore ideas and create solutions to global needs.  We use science and engineering to solve the world’s most difficult problems.

Job Specific Behaviors

Relationship Orientation – Develops positive relationships by making others feel their concerns and contributions are important.

Continuous Learning – Proactively seeks performance feedback and identifies approaches to improve personal and others performance and learning.

Tolerance for Stress, Ambiguity & Change – Demonstrates flexibility in applying different approaches to changing work demands.

Effective Communication – Creates a team environment in which information flows freely and decision making is based on a win-win philosophy.

Customer Focus –Responds to customer’s needs in a manner that provides added value and generates significant customer satisfaction.

Compliance – Applies an understanding of legal precedents, policies and practices to protect the interests of the organization.

Cross-team Collaboration – Ensures integration and cooperation across organizational boundaries.

Service Development, Delivery, Refinement and Quality – Manages service delivery to ensure high levels of customer impact and satisfaction. Constantly focuses on the continuous improvement of services and processes.

Work Environment & Conditions

This position is typically found in an office setting.

Certifications, Licenses & Registrations

Security+ certification (or similar) is helpful.

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