Analyst-It Operations

About The Opportunity

The qualified candidate will be highly skilled in complex problem solving with the ability to leverage expert technical knowledge of Windows operating systems and office applications to quickly remediate user issues in an enterprise environment. They will also have a working knowledge of core computer networking concepts to troubleshoot and correct basic to intermediate connectivity problems with wired, wireless, and virtual private networks. This person has both strong troubleshooting and customer service skills and can effectively prioritize and communicate in a high-stakes, fast-paced operating environment.

Description

• Provides front-line and back-end technical support to users in multiple geographic regions within the United States.

• Prioritizes requests according to business criticality to achieve prompt issue resolution within established Service Level Agreements.

• Creates, maintains, and updates systems documentation.

• Receives, reviews, and investigates automated reporting of desktop and infrastructure malfunctions or alerts.

• Utilizes, and evangelizes on behalf of, issue reporting and tracking processes and procedures.

• Provides training and instruction to users in one-on-one settings.

• Deploys system images to employee workstations; maintains system images; provisions new images where appropriate.

• Tracks and logs all IT inventory. Prepares decommissioned equipment for recycling or disposal.

• Sets up and configures computer, telephony, and AV equipment in offices and conference rooms.

• Provisions accounts, applications, mobile devices, and network resources for new hires.

• Ensures security and application updates are installed and up-to-date on workstations throughout the organization.

• Receives, reviews, and responds to trouble tickets and problem reports. Prioritizes and classifies inbound requests. Communicates status updates to end users.

• Performs routine server application troubleshooting in accordance with documented procedures.

• Diagnoses and repairs basic hardware and computer equipment failures; identifies and replaces failed components; installs memory, storage, and processors as directed.

• Regularly audits updates, patches, and licensing compliancy on workstations in the organization.

• Solicits feedback from contacts throughout the organization to maintain high levels of customer satisfaction.

• When necessary, identifies appropriate escalation paths, and engages appropriate resources to drive reported issues to resolution.

• Thrives in a collaborative environment; anticipates direction and engages proactively.

• Troubleshoots application and system errors and applies industry standard best-practices solutions to problems with email, applications, permissions, messaging, operating systems, mobile devices, remote connections, file shares, Microsoft 365, anti-virus software, wired and wireless networks, and operating systems.

• Responds promptly to support requests. Provides an on-call point of contact; activates after-hours response plan when and where appropriate.

• Liaises with vendors on behalf of end users to effect resolutions to reported system and software issues.

• Safely lifts and moves computer equipment up to 40 pounds.

About The Candidate

• Have outstanding interpersonal skills, a knack for innovation, and the ability to motivate, inspire, and influence without authority.

• Are a highly effective communicator in verbal and written contexts, with a professional demeanor, and ability to maintain composure in high stakes situations.

• Think critically, operating tactically and strategically to relentlessly drive goal execution.

• Thrive in a diverse environment.

• Have completed an AS/AA in Computer Information Systems, Information Security, Management Information Systems, or have 3 years of relevant, hands-on industry experience.

• Competently support and manage deployments of Windows 10, the Microsoft 365 Suite of applications and services, Apple iOS and iPadOS, Android, Windows Server 2012R2 and newer, Microsoft Remote Desktop, Meraki, Ubiquiti, Active Directory, DFS, Carbonite, Java, and Print Servers.

• Demonstrate thorough understanding of TCP/IP, DHCP, DNS, VPN, SD-WAN, subnetting, VLANs, and core networking concepts.

• Hold CompTIA A+ certification or a comparable industry equivalent.

About The Company

Ocean Optics is an Applied Spectral Knowledge company and a leading provider of optical solutions for researchers and industries, utilizing spectral measurements to expand scientific discovery, reduce waste, and improve quality of life. We combine savvy system design, integration capabilities, and application knowledge to help people solve problems using light measurement.

With more than 200 employees worldwide throughout the US, EMEA and APAC, we leverage the wealth of knowledge from a diverse and multidisciplinary team that drives our growth and high performance. Ocean Optics is a subsidiary of Halma plc, an international market leader in safety, health, and environmental technology.

About The Perks

Ocean Optics offers a comprehensive compensation package and health and wellness benefits. Also, as a member of the Halma Group of companies (www.halma.com), our employees enjoy excellent career development, networking and advancement opportunity worldwide.

Equal Opportunity Employer

Ocean Optics is an equal-opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.

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