Junior IT Operations Center Operator

• Maintain application and application interfaces inventory.
• Integrate new capabilities into project, product, and program management.
• Collaborate with other technology domains and business functions to develop innovative business solutions.
• Translate business strategy and goals into successful projects.
• Document problems and resolutions.
• Provide front-line support via call, chat, or email to all organization employees and contractors.
• Assist senior personnel with ensuring that all hardware platforms, operating systems, utilities, and related tools and devices are available for successful management of production schedules and service levels.
• Assist with analyzing and evaluating system malfunctions and take appropriate action to correct systems as directed.
• Escalate malfunctions to level II or level III support when necessary, documenting problems and resolutions.
• Understand the relationship between applications, application architectures, and business processes.
• Ensure Data Privacy and Data Governance are key considerations in every project engagement., * Develop and promote solutions which support business requirements and business strategies, aligning with enterprise and departmental goals.
• Ensure that uniform enterprise-wide application design standards are maintained.
• Support leadership in managing customer expectations for project implementation.
• Provide 24x7 remote support in the Operations Center.
• Handle incoming calls, chats, and emails from customers.
• Create tickets in the ITSM system and work with customers until completion, escalating when necessary and providing basic IT functions including account issue troubleshooting, software installs, access requests, and troubleshooting hardware.
• Maintain the knowledge database.
• Escalate deficiencies in technical processes and inform Level II Support.
• Monitor IT systems including SAP and network infrastructure.
• Create badges and monitor the badge system.
• Monitor security systems.
• Handle customer threat assessments.

• Associate’s degree in Information Systems or a similar technology field is preferred.

Knowledge and Skills:

• In-depth knowledge of technology, procurement, contract management, and vendor management.
• Strong verbal and written communication skills, along with excellent presentation skills.
• Good collaboration, prioritization, and teamwork skills.
• Ability to work in a fast-paced dynamic environment with virtual teams.
• Ability to work independently and take initiative to find and develop solutions for business requirements.
• Fast learner with attention to detail.
• Receptive to constructive criticism when necessary.
• Understanding of Windows operating systems for desktop and server, as well as various mobile operating systems including iOS and Android.
• In-depth user knowledge of Microsoft Office products including Outlook.
• Strong client relations and customer service skills.
• Ability to work on a team and contribute to the achievement of team objectives and goals.

Experience:

• 2+ years of experience working in technology fields is required.