Purpose of the Position: The Service Operations Technician plays a critical role in ensuring timely resolution of technical issues and providing end-user support. By triaging, troubleshooting, and escalating incidents, this position enhances the overall team member experience and fosters positive relationships with business stakeholders.
What You'll Do:
- Service Desk Excellence: Manage incoming support requests via phone and ticketing systems, ensuring courteous, accurate, and timely resolution in line with service level agreements (SLAs). Provide guidance and training to team members as needed.
- Access Permissions: Utilize Active Directory and Entra Security Group permissions to manage and control access effectively. Support mobile devices to ensure secure access to company email and data. Assist team members with distribution lists and shared mailboxes.
- Issue Resolution: Leverage management tools to troubleshoot and promptly resolve technical issues.
- Proactive Problem Identification: Collaborate with senior staff and team members to identify and resolve unreported or recurring issues.
- Desktop Support and Software Troubleshooting: Perform system and application fixes at the desktop level, including software installations, upgrades, and configurations. Diagnose and resolve desktop hardware and software issues.
- Hardware Support: Diagnose and resolve desktop hardware problems, collaborating on system setups, breakdowns, and office relocations.
- Perform other related duties as assigned.
Career Level Expectations:
- Experienced role requiring practical knowledge of the job area.
- Works independently with general supervision.
- Proactively handles challenging problems.
- May influence others by explaining facts, policies, and practices.
- Eager for growth and professional development.
Required Skills/Experience:
- High school diploma, degree, or equivalent experience, with a background in technology.
- Experience with Windows 10 and 11 Enterprise, Office 365 products, and ticketing systems in an end-user support capacity.
- Experience collaborating on system setups, breakdowns, and office moves.
- Strong communication skills, able to convey technical information clearly to non-technical audiences.
- Strong customer service and interpersonal skills, efficiency, and business acumen.
- Fluent verbal and written communication in English.
- Ability to support a diverse and inclusive work environment.
- Basic computer literacy to effectively navigate technology required for the role.
Preferred Requirements:
- Advanced degree or proficiency in any of the required skills/experience.
- 1-2 years of experience in customer service or technology end-user support.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Microsoft Teams.
- Familiarity with maintenance management software and mobile tools.
Compliance:
- Demonstrate knowledge of and adherence to relevant state laws, federal compliance requirements, and internal policies.
- Communicate compliance requirements to staff and escalate concerns to the appropriate department.
Work Environment/Physical Demands:
- Full-time remote position.
- Home office setup with a quiet workspace and high-speed internet.
- Ability to set up computer equipment; accommodation available upon request.
- Flexibility to work evenings and weekends as needed.
