Technical I, It Operations

Job Title:
Technical I, IT Operations
Job Description
The Technical I, IT Operations (TCF) provides end user support across the organization's desktop, network, telephony, and application(s) environment. The candidate will maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software, and computer peripherals, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail and problem-solving capabilities.
Essential Functions and Responsibilities:

• Build and support Windows workstations and laptops including image builds, testing, deployment, patches as well as ongoing maintenance using SCCM and other tools.
• Install, configure, and support all desktop applications.
• Diagnose, repair, and replace hardware.
• Manage and resolve tickets within prescribed SLAs using Remedy (SolvNow).
• Partner with vendor support contacts to resolve Technical Issues within the desktop/laptop environment.
• Manage testing and failover of the business continuity plan.
• Perform basic troubleshooting of phone issues and assist the telephony team as needed.
• Setup and maintain training rooms.
• Maintain hardware and software inventory.
• Coach end users on basic software, hardware, and peripheral device operation.
• Arrange and/or prepare equipment for pick-up/shipping.

Qualifications and Experience Required

• 5+ years supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent.
• CompTIA A+/Desktop+, MCSA/MCSE and/or CCNA or similar certifications required. Bachelor's degree/diploma in Computer Science preferred.
• Proficient in current protocols, operating systems and standards including Windows 7, 10 & 11.
• Proven expertise troubleshooting, resolving, and supporting desktops, laptops, applications, hard phones and WIFI devices.
• Demonstrable experience in ticket resolution using Remedy (SolvNow) and ITIL based framework, maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards.
• Experience managing Active Directory at the Organization Unit level.
• Flexibility to work overtime as needed.
• Ability to lift up to 50 lbs.

Location:
USA, Orlando, FL
Language Requirements:
Time Type:
Full time
Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.
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