The Ideal Candidate

Responsible for high-level coordinating, monitoring, escalating, solving, and delivering technology-orchestrated activities/issues and resources in support of business initiatives.

How You Will Make an Impact

• Perform tier II support for all TOC functions and route to appropriate entities when needed.
• Conducts real-time monitoring of system processing, ticketing/work intake queues, and alerting dashboards.
• Escalates unresolved issues to the Information Systems and Technology department and ensures resolution through collaborative efforts.
• Utilize ITSM tools to enter, report, triage, and work Technology requests/incidents promptly and ensure compliance with customer SLAs and organizational policies.
• Assist the team with updating and maintaining accurate knowledge base information and run-book automation/documentation.
• Perform other duties as assigned.

Experience and Skills You'll Need to Have

• A bachelor's degree in computer science, Information Systems, or a related field; or equivalent relevant experience.
• 4+ years' experience operating in an IT environment.
• Willingness to work a flexible schedule to include nights, weekends, rotating scheduled days, and holidays.
• Willingness to volunteer and collaborate on time-sensitive projects.
• Willingness to support in on-call after-hours escalation.
• Must be able to support Technology Operations remotely and onsite.
• Must be able to work a twelve-hour shift alone.
• Must be able to train new team members.

Preferred Qualifications

• Previous IT experience.
• Experience with report distribution and processing scheduling operating applications.
• Experience with ticketing systems for tracking and managing issues/resolutions.
• Experience with AD account management.
• Experience with Smartsheet or a collaboration and work management application.
• Experience with IT automation.
• Strong understanding of the importance of timely issue escalation/resolution.

Functional/Technical Competencies

• High knowledge of ITSM technology and peripherals.
• High-level assembly documentation skills to record actionable playbooks, training material, troubleshooting steps, and solutions for future reference.
• Demonstrated strong experience working with Microsoft Office products.
• Excellent written and verbal communication skills

Behavioral Competencies

• Strong ability to respond quickly to problems, proven ability to create relationships with management and others to work effectively to problem solve and develop solutions to technical operational challenges.
• Strong ability to troubleshoot and resolve issues using critical thinking skills.
• Must be highly organized, efficient, detail-oriented, and able to work independently and as a member of a team.
• Must have strong initiative and be willing to learn new skill sets.
• Must have strong accountability and be coachable.
• Must possess excellent collaborative and interpersonal skills.

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