IT Operations Specialist

Who are we:
 

Heidelberg USA is a reliable and highly innovative partner to the printing industry. Our brand has been synonymous with quality and future viability for more than 170 years. This means that we are a company with a long tradition, but at the same time we help define the future trends in our industry thanks to state-of-the-art technologies and innovative business ideas. We are dedicated to our equipment, our technology, our associates, and our customers. Come join the team!  

Are you looking for a challenge? That's what we offer!

IT Operations Specialist Americas (Infrastructure & End-User support)

Location: Marietta, GA, USA

Department: IT ServiceDesk & Delivery

Report To: IT Manager America

Position Summary

We are seeking a dedicated and highly motivated IT Operations Specialist to join our dynamic IT team. A hands-on, on-site technical role supporting both end-user computing and core infrastructure operations. Ideal for someone eager to learn, grow, and build real-world skills in user support and IT infrastructure. The IT Operations Specialist ensures reliable daily technical operations and contributes to infrastructure improvements and strategic IT projects. In this role, you will be responsible for the day-to-day management and support of our IT infrastructure, ensuring the reliability and efficiency of systems, networks, and services. You will also provide hands-on technical support, troubleshooting, and issue resolution together with IT team from various locations in US, CA, MX, BR to ensure minimal downtime and seamless operations. The ideal candidate will have a technical background in IT systems, a passion for problem-solving, and the ability to collaborate across teams to ensure optimal performance and user satisfaction.

Key Responsibilities:

1. IT Operations Management:

• Monitor and manage the health and performance of IT infrastructure, including servers, networks, and cloud environments.
• Oversee system updates, patch management, and scheduled maintenance to ensure smooth operation.
• Execute and document operational tasks, such as backups, security checks, and system health assessments.
• Ensure maximum network and system uptime through active monitoring and preventive maintenance.
  • Manage and support mobile device, PC, servers and IO devices operations

• Assist the global and regional team for projects rollout such as modernization, automation, and cloud migrations

• Support cybersecurity initiatives, compliance tasks, and vulnerability remediation

Technical Support & Troubleshooting:

• Provide L1/L2 technical support for internal users in region Americas (US, CD, MX, BR), addressing system issues and network problems.
• Support employee IT onboarding and offboarding processes.
• Administer Microsoft 365 and Active Directory accounts permissions, and security groups
• Troubleshoot, diagnose, and resolve hardware, software, and network issues across various IT environments (on-premise, cloud, etc.).
• Coordinate with vendors for hardware repairs and software issues when necessary.
• Track and document support requests in the IT service management system, ensuring timely resolution and closure.

3. Incident & Problem Management:

• Respond to IT incidents and alerts, escalating as necessary to ensure rapid resolution.
• Collaborate with cross-functional teams to investigate and resolve recurring technical issues or outages.
• Follow established procedures for incident and problem management, ensuring minimal disruption to operations.

4. Documentation & Reporting:

• Create and maintain accurate documentation for all systems, configurations, and support processes.
• Assist in creating knowledge base articles and troubleshooting guides for Internal IT team

Key Requirements:

Education & Experience & certification:

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• Few years of experience in IT operations, systems support, administrations or a similar technical role.
• Experience with IT service management tools (e.g., Serviceware, Jira, etc.) is a plus.
• ITIL Foundation Certification an advantage
• CompTIA A+ or Network+, Cisco CAN Certification an advantage
• Microsoft Certified: Azure Fundamentals or similar certifications an advantage

Technical Skills:

• Basic knowledge of IT infrastructure, including servers (physical Dell & virtual ESX VM), networking fundamentals (TCP/IP, DNS, DHCP, VPN), voice, cloud platforms (Azure, Intune, Microsoft 365) , and operating systems (Windows, Linux, SQL).
• Familiarity with IT operations tools for monitoring, patch management (WSUS, SSCM), and backup solutions (Veam, DataProtector).
• Scripting languages (power shells, etc.) or system automations
• Experience with troubleshooting and supporting common business applications (e.g., Microsoft Office 365, VPN, Active Directory, Sharepoint, Team).

Soft Skills

• Strong analytical and troubleshooting skills.
• Excellent communication skills, both written and verbal in English and Mandarin, other languages (such as Spanish, Portugues, French, German) is an added asset
• Ability to work independently and collaboratively in a team environment.
• Detail-oriented with strong documentation and reporting capabilities.
• Ability to prioritize tasks and manage multiple responsibilities effectively.
• Able to work independently with minimum supervision

 Working Condition

• Hybrid working environment in Marietta, GA
• Schedule and adhoc Travel within Americas locations

Compensation Salary Range: $75,000 ‒ $95,000 (depending on experience), full benefits package

ADA:  Heidelberg will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

OSHA:  Heidelberg provides a workplace free from serious recognized hazards and complies with standards, rules and regulations issued under the OSH Act. Heidelberg examines workplace conditions to make sure they conform to applicable OSHA standards. Heidelberg ensures employees have and use safe tools and equipment; and properly maintain such equipment.

EEO/AA Statement:  Heidelberg is committed to the principle of equal employment opportunity for all employees and applicants for employment, and to providing employees with a work environment free of discrimination and harassment.  All employment decisions at Heidelberg are based on business needs, job requirements and individual qualifications, without regard to race, creed, color, religion or belief, national, social or ethnic origin, citizenship status, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic  partnership status, past or present military service, protected veteran, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.  Heidelberg will not tolerate discrimination or harassment based on any of these characteristics.

Pay Transparency Nondiscrimination Provision: Heidelberg will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

Good to know: Rarely are there candidates who fulfill all requirements 100%. Even if you don't fulfill all requirements, we look forward to receiving your application in any case.