IT Operations Specialist

At Towne Park, it's more than a job, you can make an impact.

A career with us is rewarding in more ways than one.

As a hospitality services company, our commitment is to create smiles by delivering exceptional experiences. When you work with us, you have an opportunity to impact the millions of patients, visitors and guests we proudly serve. Whether providing compassionate service that eases the anxiety of a patient and their family, creating a memorable experience for a guest in a new city, or helping a colleague, every day is a new opportunity to brighten someone else's day and make an impact. When we see a customer, a client or one of our own team members smile, we know we made an impact. It's why we do what we do.

Towne Park is a place where you can make a difference and create smiles every day.

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SUMMARY

The Operations specialist installs, maintains, configures, Towne Park's end user desktop, laptops, tablets, and peripherals. As well, supporting within the technology infrastructure all hardware, system software, and Meraki wireless networks. This position helps ensure that technology infrastructure is sufficient and in good operating condition to meet the company needs and day-to-day issues and is managed with minimal business impact.

JOB SUMMARY

The Operations specialist installs, maintains, configures, Towne Park's end user desktop, laptops, tablets, and peripherals. As well, supporting within the technology infrastructure all hardware, system software, and Meraki wireless networks. This position helps ensure that technology infrastructure is sufficient and in good operating condition to meet the company needs and day-to-day issues and is managed with minimal business impact.

DUTIES AND RESPONSIBILITIES

• Handles level I and II related incidents via ticketing system, phone, email, walk-ups.

• Provides responses to internal clients in a timely manner.

• Performs work in a timely and high-quality manner.

• Creates and manages system and procedural documentation.

• Ability to cover an on-call rotation.

Systems Support

• Sets up computers for new users and ensures delivery of equipment to users in different locations if necessary.

• Assists in the administration and maintenance of Internal Systems programs such as SharePoint.

• Interacts with internal clients to resolve basic help desk issues; communicates with internal clients in a professional manner maintaining confidentiality.

• Supports networks and connectivity products and services.

• Supports corporate applications, internal corporate servers, user workstations, etc.

• Performs remote and desktop troubleshooting and resolution of end user issues.

• Helps install and improve computer software and network equipment.

Systems and Standards

• Treats clients and associates with courtesy, respect, and dignity.

• Maintains a clean, neat work environment.

• Completes all tasks and in a timely manner as instructed by Manager.

• Completes all essential requests for helpdesk/desk support in a timely manner.

• Cooperates with management and coworkers to ensure that services can be adequately maintained to meet the needs of internal and external customers.

Safety and Risk Management

• Understands and follows safety and security procedures.

• Practices preventative safety procedures as set forth by Towne Park.

• Reports all accidents and incidents immediately to direct supervisor.

• Uses only equipment trained to use and operates all equipment in a safe manner.

• Reports all potential high-risk areas and safety/cybersecurity concerns to the supervisor.

KNOWLEDGE, SKILLS AND ABILITIES

• Full competency with Infrastructure technologies and extensive knowledge of system-level networks, hardware, and software; with the ability to keep abreast of new and developing technologies.

• Ability to effectively plan, set priorities, and manage several complex projects simultaneously while working under pressure to meet deadlines.

• Excellent troubleshooting, problem solving, thinking "outside the box" capabilities.

• Works well unpressured both individually and within a team environment.

• Ability to research information and track multiple priorities.

• Ability to read, analyze, and interpret complex technology related documents.

• Superior written and verbal communication skills to effectively communicate with users and others.

• Ability to exercise considerable judgment and discretion in dealing with matters of significance for the company.

• Knowledge and experience with SharePoint.

• Experience DNS, DHCP, Group Policy.

• Working experience with Active Directory/LDAP user and group administration.

• Working experience with PowerShell.

• Knowledge of or experience with Kaseya, Mimecast (or similar email management suites).

• Working experience with Office 365.

• Experience with Azure (Entra).

• Knowledge of or experience with Meraki routers/switches and wireless access points.

• Working experience with office printers (Konica/Minolta, Cannon, HP, Ricoh, etc.).

QUALIFICATIONS

• Bachelor's degree in Information Technology or related field OR equivalent combination of education, experience and/or certification

• Minimum 2-4 years of Tier 1 & 2 helpdesk or desktop support.

• Minimum 2-4 years technical experience in installing and maintaining MS server software.

• Minimum 2-4 years' experience in network administration for LAN/WAN environments including experience in installing and maintaining routers, switches.

• Certification in VMWare, Network+, and/or Azure preferred.

• Experience in installing, configuring printers, telephones, and network equipment.

• Excellent communications and customer service skills.