Information Technology Operations Support Specialist

STV is currently seeking an Information Technology Operations Support Specialist to join our IT Operations team in our Austin, TX office. This position is designated as hybrid (3 days in the office/week).

This position will provide you the opportunity to work closely with the IT Operations team in the region, the IT Department, and the user community. The IT Operations technician will be responsible for providing onsite support at our New York office, ensuring quality service, facilitating knowledge sharing and collaboration.

The IT Operations technician should have a background in IT functions as well as desktop and phone troubleshooting skills. This role is key to facilitate minimal downtime and high availability of various technical systems.

The IT Operations hours of operation are 8 a.m. – 5 p.m. ET Monday to Friday and may require the candidate to work shifts within that time period as necessary as well as be available for rotating on-call escalation issues.

Technical Support:

• Provide second-level technical support to end-users regarding hardware, software, and network issues
• Respond to incident tickets and inquiries in a timely and professional manner
• Troubleshoot and resolve common IT problems, escalating more complex issues to higher-level support as needed

User Assistance:

• Assist end-users with system navigation, software installations, and basic IT-related tasks
• Educate users on IT policies, procedures, and best practices
• Guide users through problem-solving steps and provide clear instructions

Documentation:

• Create and update documentation for common IT procedures, troubleshooting steps, and solutions
• Maintain accurate records of support interactions, resolutions, and system changes

Collaboration:

• Collaborate with other IT teams and departments to address and resolve technical issues
• Communicate effectively with team members and management regarding ongoing support activities

Security Compliance:

• Adhere to IT security policies and protocols to ensure the confidentiality and integrity of data
• Report security incidents or breaches promptly

• Preferred relevant experience working with the Ivanti ITSM platform, or similar.
• Knowledge of basic computer hardware, software, and peripherals including but not limited to:
  • Windows 10
  • Office 365
  • Microsoft Teams
  • SharePoint
  • Virtual Desktops (VMWare)
  • iPhone / iPad support
  • Active Directory administration
  • Microsoft System Center Configuration Manager (SCCM)
  • Printers / Copiers
  • Multi-factor authentication (DUO)
  • Bomgar (Beyond Trust) administration/monitoring
  • Teams supported AV and presentation systems
• Experience supporting users in ERP platforms (BST or Deltek) and HRIS systems (Workday) is desirable
• Working knowledge of a range of PC, network, and system diagnostic utilities.
• Knowledge of imaging and software deployment methods
• Exceptional written and oral communication skills
• Excellent interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Strong documentation and troubleshooting skills
• Conduct research into a wide range of computing issues as required

• Minimum of 3-5 years of related work experience
• Bachelor's degree in information technology, related degree, or equivalent experience
• Experience working in a medium to large corporate environment
• Certifications in ITIL and/or Help Desk Institute helpful
• Experience with engineering applications helpful

Compensation Range:

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At STV, we are fully committed to expanding our culture of diversity and inclusion, one that will reflect the clients we serve and the communities we work in, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description we encourage you to apply anyways. You may be just the right candidate for this or other roles.

STV offers the following benefits • Health insurance, including an option with a Health Savings Account • Dental insurance • Vision insurance • Flexible Spending Accounts (Healthcare, Dependent Care and Transit and Parking where applicable) • Disability insurance • Life Insurance and Accidental Death & Dismemberment • 401(k) Plan • Retirement Counseling • Employee Assistance Program • Paid Time Off (16 days) • Paid Holidays (8 days) • Back-Up Dependent Care (up to 10 days per year) • Parental Leave (up to 80 hours) • Continuing Education Program • Professional Licensure and Society Memberships

STV is committed to paying all of its employees in a fair, equitable, and transparent manner. The listed pay range is STV’s good-faith salary estimate for this position. Please note that the final salary offered for this position may be outside of this published range based on many factors, including but not limited to geography, education, experience, and/or certifications.