IT Operations Analyst

Irvine Technology Corporation

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IT Operations Analyst

6 months contract to hire

Location: remote work anywhere in US

Mortgage industry

– Must have intermediate level (or proficient) experience with Logic monitor

The IT Support Technician – Level II role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This position resolves more complex issues requiring detailed systems and applications knowledge and are typically escalated from Level I.

1. Provides technical and troubleshooting support to internal clients in need of assistance with their computer hardware or software. Responds to helpdesk ticket requests, updates, creates, documents and closes out tickets as appropriate. Researches and resolves more complex issues required detailed systems and applications knowledge, typically escalated from Tier I. Ensures issues are resolved timely and accurately. (50%)

2. Installs and/or updates performance upgrades to required hardware and software and recommending computer products or equipment to improve company productivity. Answers to and performs moves, add, and change requests as they are submitted. (20%)

3. Works directly with other IT team members to disperse new technology and other enterprise projects (15%)

4. Maintains inventory of equipment and furniture in assigned branch and provides data to Facilities Coordinator. (5%)

5. Mentors other help desk personnel on hardware and software problem analysis and resolution. (5%)

  • Associate’s degree (or higher) in a related field or equivalent combination of education and/or work experience, training and certifications required
  • Certification in Microsoft products strongly preferred
  • Three to Five years’ experience with desktop hardware and software and server operating systems, including Windows operating systems
  • Extensive application support experience with Microsoft Active Directory, Microsoft Office Suite and Microsoft SQL
  • Excellent verbal and written communication skills
  • Exceptional interpersonal skills, with a focus on building rapport, listening and questioning skills
  • Strong documentation skills
  • Strong problem-solving skills with the ability to conduct research into a wide range of computing issues as required
  • Displays excellent organizational and time management skills with the ability to effectively prioritize and execute tasks in a high-paced environment
  • Solid understanding of networking/security technologies (Ethernet, routers, switches, firewalls, VPN, etc.)
  • Strong customer service orientation and commitment
  • Self-motivated individual with ability to work independently or in a team

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