IT Operations Support Technician - Remote | WFH

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Job Overview

The IT Operations Support Technician is responsible for providing comprehensive technical support to end-users within a remote work environment. This role encompasses troubleshooting various hardware and software issues, managing system configurations, and ensuring the integrity of internal databases. The technician will also facilitate communication between departments, assist in the implementation of new technologies, and maintain documentation of support processes and resolutions to enhance operational efficiency.

Job Responsibilities

• Provide technical support to end-users via phone, email, or remote access tools.
• Troubleshoot and resolve hardware and software issues in a timely manner.
• Monitor and maintain system performance by identifying and mitigating problems proactively.
• Assist in the setup and configuration of new hardware and software for users.
• Document support requests and solutions in the ticketing system for future reference.
• Collaborate with cross-functional teams to implement IT solutions and improvements.
• Participate in the development and execution of IT policies and procedures.

Qualifications

• Associate's degree in Information Technology, Computer Science, or a related field; Bachelor's degree preferred.
• Proven experience in a technical support role, ideally in an IT operations environment.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Familiarity with remote desktop applications and help desk software.
• Excellent problem-solving and multitasking skills.
• Strong communication skills, both verbal and written.

Technologies & Tools

This position requires familiarity with various technologies and tools, including but not limited to:
- Ticketing systems (e.g., Jira, ServiceNow)
- Remote access software (e.g., TeamViewer, Splashtop)
- Operating systems (e.g., Windows, macOS, Linux)
- Office productivity tools (e.g., Microsoft Office Suite, Google Workspace)
- Networking basics and Troubleshooting methodologies.

Ideal Candidates

Ideal candidates for the IT Operations Support Technician role are proactive problem solvers with a passion for technology and a commitment to exceptional customer service. They possess a strong technical aptitude and can work independently in a remote setting. Additionally, effective communication skills and a collaborative spirit are essential, as they will often engage with various departments and stakeholders to deliver solutions and support.