IT Operations Support Technician - Remote

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Job Overview

The IT Operations Support Technician will provide essential technical assistance and support to maintain the organization's technology infrastructure. This role focuses on troubleshooting hardware and software issues, maintaining system functionality, and ensuring seamless operation of IT services. The technician will also be responsible for documenting processes, managing user requests, and collaborating with internal teams to enhance service reliability and efficiency, all while working remotely.

Job Responsibilities

• Troubleshoot and resolve hardware and software issues for end-users.
• Monitor and maintain IT infrastructure, including servers, workstations, and network devices.
• Provide technical support through various channels, including email, phone, and chat.
• Document user issues, troubleshooting steps taken, and resolutions in a ticketing system.
• Install, configure, and upgrade operating systems and applications as required.
• Assist with network monitoring and perform routine checks to ensure system performance.
• Collaborate with the IT team to improve operational processes and deployments.

Qualifications

• Associate degree in Information Technology, Computer Science, or a related field; Bachelor's degree preferred.
• Proven experience in IT support or a similar technical support role.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Familiarity with troubleshooting on Windows and Mac OS environments.
• Excellent verbal and written communication skills.
• Ability to work independently and manage multiple priorities in a remote setting.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.

Technologies & Tools

The IT Operations Support Technician will work with various technologies and tools including ticketing systems like Jira or ServiceNow, remote support tools such as TeamViewer or AnyDesk, and monitoring software like Nagios or Zabbix. Familiarity with enterprise-level antivirus solutions and backup systems is also important, as well as experience with cloud services such as AWS or Microsoft Azure.

Ideal Candidates

Ideal candidates for this position are proactive problem-solvers with a strong technical acumen and a customer-oriented approach. They possess the ability to communicate effectively with non-technical users and demonstrate patience and empathy in challenging situations. The candidate should be adaptable, willing to learn new technologies, and comfortable working in a fast-paced remote environment. A strong sense of ownership and accountability for their work is essential in this role.