We are recruiting for an IT Operations Specialist in Rochester, NY.
In this role, you will provide systems support, maintenance and administration within the organization's computing environment. Performs onsite and remote analysis, diagnosis, and resolution of problems for end users. Recommends and implements corrective solutions. Installs, configures, tests, maintains, monitors, and troubleshoots end-user related hardware and software in order to meet or exceed published SLA's. Provide high quality customer service during the entire support process. Uses enterprise class tools (e.g. SCCM, AV, Citrix, etc.) to deliver quality support and request fulfillment.
Following the service desk management process, receive, respond to and resolve incoming Service Desk incident and request tickets, email and phone calls reporting issues
Accurately record all incidents and requests from end users in the service desk system
Diagnose and independently resolve routine to medium complexity incidents using department Knowledge base and other documentation
Route, assign and/or escalate support calls/incidents to senior team members and/or other IT teams in accordance with IT procedures. Accurately capture and communicate symptoms, business impact and other diagnosis information
Update, flag, fix and/or add (UFFA) knowledge to the department Knowledge base
Perform standard moves, adds and changes (MAC) requests following Service Level guidelines
Utilize Global active directory services and related components, including deployment, identity management and reporting
Perform maintenance and installation of equipment and system/application software upgrades as appropriate
Provide information to internal customers on the functionality & applications of standard IT systems
Participate in the maintaining an inventory of all computer related hardware
Accurately document instances of desktop equipment or component failure, installation, and removal
Liaise with third-party support and PC equipment vendors
Develop professional and technical knowledge by attending educational workshops and training events, by subscribing to and reading trade periodicals and by reading applicable technical manuals, books and guides
Perform other related duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES
Strong technical knowledge of PC desktop hardware and software, including MS Windows XP, Windows 7, MS Office suites and related products (Outlook, Excel, Word, Visio, Power Point, Project, etc.), web browsers, and utility applications such as anti-virus, file management, desktop deployment and backup software
Working technical knowledge of current protocols, operating systems, and standards.
Excellent technical knowledge mobile devices (smart phones, tablets, etc.).
Ability to operate tools, components, and peripheral accessories.
Good multi-tasking skills
Able to author reusable knowledge and understand technical/procedural documentation
High quality customer service skills
Familiarity with scripting for automated deployments and managements tasks
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals
College diploma or university degree in the field of computer information systems and/or 2-4 years equivalent work experience.
Certifications in A+, Network+, MCDST, ITIL, etc. preferred.
Hands-on hardware troubleshooting experience.
Extensive equipment support experience with laptops, desktops, mobile devices, etc.
Familiarity with the principles of ITIL
Equal Opportunity Employer/Veterans/Disabled
To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.modis.com/en-us/candidate-privacy/
The Company will consider qualified applicants with arrest and conviction records.
If you are interested in this position, please contact Mike Keegan with Modis at 585-465-1236 and/or send Mike your resume at: firstname.lastname@example.org
SORRY, BUT NO THIRD-PARTY CANDIDATES FOR THIS JOB
Equal Opportunity Employer/Veterans/Disabled
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.modis.com/en-us/candidate-privacy
The Company will consider qualified applicants with arrest and conviction records