Operations Analyst I

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Job description

Min:
USD $62,400.00/Yr.

Max:
USD $64,000.00/Yr.

Position Overview:

The IT Infrastructure Department is looking for a detailed-oriented, organized, creative and technically savvy individual to join our IT Team. The selected candidate will report to the Director of IT Infrastructure Operations and will be responsible for supporting various parts of the Agency's technical infrastructure, learn other specialized tasks, and serve as back-up to their colleagues on the IT Team.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Familiarity with MS Office Suite, Windows 10 to latest, Windows Active Directory (AD), TCP-IP, Network Management, Printer/Copier support, VOIP Phone System, Remote and in-person support, ticketing system, Wifi, Exchange/ Office 365 a plus

Provide technical support to users throughout the agency as it relates to specific hardware/applications issues. This may include off standard hours support.

Ideal candidate will have strong soft skills in order to attend to incoming phone calls and email messages for support. Track issues via department tracking system.

Ability to take initiative and be proactive in resolving issues using standardized practices.

Experience supporting standard desktop applications (MS Office, MS Windows), internet browsers, anti-virus software and spam software

Strong troubleshooting skills with strong emphasis on remote support

Desktop/laptop/printer/copier/phone troubleshooting

Responsible for Active Directory maintenance (add users, change passwords etc.)

PREFERRED QUALIFICATIONS & SKILLS

Willingness to Learn - Ability to learn and master new technologies quickly. Effectively teach and support staff in technologies S:US utilizes. Display the tendency to be open to new ideas and experiences and seek feedback to improve learning. Work cooperatively and effectively with others throughout the Agency to achieve common goals. Participate in building a team identity characterized by pride, respect, trust, and commitment. Listen and respond appropriately to other team members' ideas. Seek different points of view and leverage diverse perspectives in group processes and decision-making. Check own views against the views of others.

Problem-solving skills - Display decision making and reasoning by considering multiple sides of an issue. Make informed decisions based on available information. Recognize issues, and determine actions needed to advance the decision

Customer Focus- Listen to customers (internal and external) and address needs and concerns. Keep clients informed by providing status reports and progress updates. Deliver on service commitments. Meet established or agreed upon deadlines. Maintain supportive relationships with clients and their families. Uses initiative to improve outcomes, processes, or measurements.

Communication skills - Excellent verbal and written communication skills. Ability to translate complex situations/information into simple, meaningful explanations and/or discrete steps, and respond in a timely fashion to phone calls and email messages for support. Track issues via department tracking system

Interpersonal Skills - Ability to remain calm in stressful situations. Treat staff who possess lesser technical skills with respect and find the best way to help answer their questions so that they can be successful in their job duties.

Job Knowledge - Demonstrate a thorough knowledge and understanding of the position. Actively maintain current to enhance job knowledge, skills, and follow standardized practices.

Writing - Recognize or use correct English grammar, punctuation, and spelling; communicates information (for example, facts, ideas, or messages) in a succinct and organized manner; produce written information, which may include technical material, that is appropriate for the intended audience.

Self Improvement - Display an ongoing commitment to learning and self-improvement; desiring and making an effort to acquire new knowledge or skills for work. Look for better ways to perform aspects of job or assignments; Seek and acquire new competencies, work methods, ideas, and information that will improve own efficiency and effectiveness on the job. See failure as an opportunity to learn from past results, and continues to learn and grow.

Team Player - The ability to put others' needs ahead of your own. Consistently offers support and volunteers to help others. Model kindness, compassion, empathy and respect for others. Cooperate well with others to get the job done. Respond to requests for help and show respect for others' thoughts and opinions. Speak kindly and listen carefully. Work with others to get work done. When assigned to perform a task, perform it with motivation and even helps others with their tasks.

Attendance/Reliability - Take ownership of work and is punctual, adheres to work schedule and comply with attendance, paid time off, sick and other leave policies. Ensure attendance does not interfere with assigned duties and responsibilities. Report to work on time and communicates schedule changes promptly to supervisor. Is punctual for meetings, appointments and other work commitments.

Qualifications:
REQUIRED EDUCATION AND EXPERIENCE

Technical degree or Certifications preferred in related field

1-2+ years' experience directly related to the duties and responsibilities specified

Proficiency with MS Excel, Word and Outlook

Position is on site working Monday - Friday 9AM - 5PM EST

ID:
(phone number removed)

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