IT Operations & Support Technician 30N25

The IT Operations & Support Technician plays a crucial role in ensuring the seamless running of an organization's IT systems. This role is responsible for maintaining, monitoring, and troubleshooting the company’s computer networks and systems. The professional will contribute to the optimization of technology use within the company to enhance operational efficiency. A skilled IT Operations & Support Technician will be adept at managing software installations, configuration of networks, and user support, providing solutions to ensure that the organization's IT environment functions effectively. It's essential for the technician to possess both excellent technical knowledge and understanding of customer service principles, as they will be the first point of contact for technical support queries from users.

Responsibilities

• Monitor and maintain computer systems and networks to ensure reliability.
• Install and configure software and hardware components as needed.
• Identify and resolve technical issues promptly and efficiently.
• Provide first-level technical support to users via phone, email, or in-person.
• Track and document problem-solving processes and resolutions in detail.
• Assist in the implementation of new applications and systems across departments.
• Maintain an inventory of hardware and software licenses within the organization.
• Prepare and present technical reports and documentation as required by management.
• Perform routine maintenance tasks, such as backups and data recovery operations.
• Escalate complex issues to higher-level support when necessary, following protocol.
• Collaborate with IT team members to improve the overall support experience.
• Ensure security measures are appropriately installed and maintained to protect data.

Requirements

• Associate degree or higher in Information Technology or related field.
• Proven experience as a technical support or IT operations role.
• Strong knowledge of computer systems, networks, and related technologies.
• Hands-on experience with troubleshooting hardware and software issues.
• Excellent communication skills and a customer-service-oriented attitude.
• Ability to work independently and as part of a collaborative team.
• Experience with helpdesk and remote support tools is preferred.