IT Operations Specialist (85522)
Summary
Helpdesk-style IT Operations Specialist at a correctional and behavioral healthcare provider, based in the Sterling, VA corporate office. Day to day: answering phone/email support tickets, providing remote Tier 1/2 troubleshooting for computers, printers, software, networks and mobile devices, plus desktop support, documentation, and end-user training.
Centurion is proud to be a leading provider of comprehensive healthcare services to correctional facilities, state hospitals, and community mental health centers nationwide.
We are currently seeking a full-time IT Operations Specialist to join our IT team in Sterling, VA.
The IT Operations Specialist I is responsible for providing remote technical support to our end users. Support tickets will be handled by both phone and email. Responsibilities include but not limited to; troubleshooting and resolving computer, printer, software, and network related issues.
- Apply system analysis techniques to resolve technical problems with computer hardware, software, mobile devices
and telecommunication systems.
- Perform desktop support for corporate employees when necessary – including but not limited to new office setups, relocating cubicles and setting up executive meetings.
- Being comfortable with performing remote troubleshooting and installations when tickets escalated to our teams queue.
- Triage and resolve Tier 1 and 2 requests and develop an understanding of Tier escalation process.
- Effectively test fixes to ensure issues have been adequately resolved.
- Perform post-resolution follow-ups to ensure problem resolution.
- Fully document all pertinent end user identification including name, department, contact information, etc. as well as ensure that all resolution notes are entered appropriately.
- Configure, maintain, test, and document IT Operations specific applications and knowledge base as well as document and monitor incident and work requests per departmental procedures.
- Solve complex problems independently or collaboratively with IT colleagues.
- Answer, evaluate, and prioritize incoming requests for assistance.
- Fulfill routine communication requirements, including system documentation and status reporting.
- Utilize Ticketing system to document and manage client requests and issues.
- Provide training to end users as needed on any supported Microsoft technologies or contract specific applications.
- Ability to follow and adhere to simple and complex instructions, including SOP’s.
- Create and update procedural documentation.
- Review and evaluate new technology and make recommendations for use within IT, Corporate and the company as a whole.