IT Operations Support

About the position

Responsibilities
• Assist the IT Team Lead in promoting a knowledge-focused strategy.
• Monitor and assess the utilization and effectiveness of the knowledge base.
• Manage and adjust the assignment and priority of Level 1 support tickets.
• Monitor and manage the IT Service Desk ticket queue.
• Prioritize tickets daily based on urgency and business impact.
• Serve as the escalation point for complicated or unresolved issues.
• Provide guidance, insight, and expertise in troubleshooting complex IT problems.
• Develop and implement strategies to enhance ticket management efficiency.
• Identify recurring issues and propose proactive solutions.
• Collaborate with stakeholders to ensure IT services align with organizational goals.
• Support the IT Team Lead in tracking and reporting key performance metrics.
• Assist first-level support agents by offering guidance and mentorship.

Requirements
• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• 4+ years of experience in IT support or a related role.
• At least 1 year in a supervisory or queue management capacity.
• Proficiency in IT ticketing systems and tools including Atlassian (Jira, Confluence, and Jira Service Desk), Slack, Microsoft 365, Entra, and Azure.
• Strong troubleshooting skills with the ability to resolve diverse IT issues.
• Familiarity with ITIL principles and best practices is advantageous.
• Exceptional organizational and prioritization capabilities.
• Strong interpersonal and communication skills.
• Ability to multitask effectively under pressure.
• A proactive approach focused on continuous improvement.

Benefits
• Competitive compensation.
• The choice to work wherever and however you are most productive.
• 15 days of paid time off, 12 paid sick days, and 13 company holidays.
• Up to 2 paid volunteer and charity days a year.
• $500 work-from-home stipend.
• Maternity and paternity leave that covers 12 weeks at full pay.
• Standard health benefits with various plans to choose from.