Job description

Technology company located in Longwood, Florida has created an exciting new position for an IT Helpdesk Operations Associate. This position supports a nationwide company with 40 + branch offices and multiple client sites.

This growth-oriented role provides direct support to users and operational responsibility for our enterprise application suite.

General Job Description: Coordinate, manage and implement IT projects for 1000+ user network and offices nationwide. .25 Hardware Support, .25 Tickets (user support) .25 User creation/deletion/passwords, .25 DevOps Administration

Major Duties and Responsibilities:

Operational support for enterprise applications, Direct customer support, PC hardware support, and user administration. this will include monitoring and management of IT systems, network administration, inventory asset tracking, email, and email archive portal management, monitoring of backup systems, Windows Server active directory, Office365, Sentinel One Cloud portal and client end point management, following Standard IT Operating Policies and Procedures, helpdesk support and end user training.

Minor Duties and Responsibilities: Hardware break/fix, Windows 7 and 10 operating systems, Microsoft Office troubleshooting, Imaging desktop and notebook computers for deployment. Other duties as assigned.

Qualifications for the Job: Familiarity with cloud computing, A+ Certification and/or Microsoft Certifications a plus but not mandatory. A solid working knowledge of networks, servers, computers, desktops, and Microsoft Products such as Microsoft Office 365, Azure Active Directory, Exchange, Teams, SharePoint, and operating systems.

Key Competencies: Proven experience as an IT Technician or relevant position, excellent communication skills, outstanding organizational and time-management skills, adaptability, and project management.

Competency Areas

Technical Specialization

• Develops skills in Microsoft technologies, including Azure cloud, Windows, and Microsoft 365
• Maintains awareness of general technology trends as they apply to hardware, software, and cloud computing
• Uses existing tools to support work
• Investigates and resolves problems with some technical guidance
• Initiates escalation procedures to resolve problems outside their authority

Problem Definition and Resolution

• Identifies issues/problems and assesses magnitude within immediate scope in a timely fashion
• Knows when to solve problems independently and when to involve immediate supervisor
• Assesses criticality of the problem and seeks solution in the appropriate timeframe
• Remains poised in uncertain and ambiguous situations
• Solves basic problems using established procedures and guidelines; follows proper channels when escalating problems
• Breaks problems into distinct and manageable parts
• Understands criteria for selecting appropriate alternative solution for broader based problems
• Implements solutions within immediate scope
• Recognizes ‘textbook’ problems and can resolve them with assistance Breaks complex issues into manageable parts and organizes in a systematic way; determines the root cause of the problem in preliminary stages when possible

Analytical Ability

• Collects information required for analysis
• Performs analysis using agreed-upon framework and approach with
• supervision
• Develops hypotheses with assistance
• Structures and documents findings with guidance

Creativity

• Exhibits broad-based thinking about ways to do work differently given market directions and competitive initiatives
• Demonstrates enthusiasm for innovative ideas in the business use of technology
• Identifies opportunities to improve; follows through to practical solutions; seeks out opinions and feedback
• Takes appropriate actions to improve performance on the job

Technical Infrastructure

• Describes the Sentry Technical Infrastructure, including enterprise network, systems software, operations, and support
• Identifies and describes standard tools and procedures for applications
• Can describe modern technology approval process.

Technical Integration

• Understands the relationship between systems that must function together to achieve end results
• Understands the impact of a system change on all related processes

Customer Service Orientation

• Listens to customers’ problems and requests
• Makes an extra effort to help customers
• Keeps customer informed of status/progress
• Returns phone calls by a specified time
• Meets customer expectations; delivers on promises
• Describes customer needs and expectations
• Describes the risks defined for each assignment
• Notifies the project leader when risks occur
• Describes a service contract in general terms
• Understands terms in service contracts for all customers supported
• Ensures that all critical information is received about a service request before proceeding with changes

Quality Measurements

• Is diligent in ensuring data integrity and accuracy in systems (e.g., data validation rules and tables)
• Follows quality initiatives that are in place
• Sets ambitious standards of performance

Salary: Salaried position, pay depends on experience: list salary requirement.

Candidate must be able to lift 50lbs.

Clean driving record and appropriate vehicle insurance coverage required.

Job Type: Full-time

Pay: $40,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Relocation assistance
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Help desk: 1 year (Preferred)
• Microsoft Product: 4 years (Required)

Work Location: In person

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