IT Operations Analyst

Overview We don’t simply hire employees. We invest in them. When you work at Chatham, we empower you — offering professional development opportunities to help you grow in your career, no matter if you've been here for five months or 15 years. Chatham has worked hard to create a distinct work environment that values people, teamwork, integrity, and client service. You will have immediate opportunities to partner with talented subject matter experts, work on complex projects, and contribute to the value Chatham delivers every day. The IT Operations Analyst will join Chatham’s IT Operations Team, the first point of contact for technical support across the firm’s global organization. This team partners closely with Desktop Services, Infrastructure, Digital Workplace, and Information Security teams to ensure end‑user issues are resolved efficiently and effectively. The primary objective of this role is to provide exceptional Tier 1 technical support while developing foundational IT knowledge, troubleshooting skills, and customer service expertise through hands‑on experience and mentorship from senior team members. Responsibilities Respond to inbound technical inquiries from employees via phone, secure chat, walk‑up support, and email, providing timely and professional Tier 1 support. Gather information effectively to diagnose issues, communicate solutions clearly, and set appropriate expectations with end users. Resolve technical issues at first contact whenever possible and escalate more complex issues to senior team members or partner teams as needed. Perform follow‑up communication with users to ensure issues are progressing toward resolution and users remain informed throughout the process. Advocate for end users by identifying recurring issues and sharing feedback with management to improve IT services and processes. Document all support interactions accurately and thoroughly within Chatham’s IT Service Management (ITSM) platform. Assist with ticket audits to maintain data quality, accuracy, and completeness. Support administration activities related to issue tracking systems, user account management, hardware inventory, and procurement processes. Contribute to internal knowledge base articles and documentation that improve team efficiency and service delivery. Participate in ongoing technical and customer service training programs. Work closely with IT Operations Administrators to build troubleshooting skills and technical expertise. Proactively identify patterns and trends in support issues and communicate observations to the broader team. Your Impact Serve as the face of IT for Chatham employees, delivering a positive and supportive technology experience. Build trust and confidence with colleagues through responsive, professional, and effective technical support. Help maintain employee productivity by resolving technology issues quickly and efficiently. Contribute to continuous service improvement through accurate documentation, trend identification, and feedback sharing. Support operational excellence by maintaining high‑quality ticket management and administrative processes. Partner with Desktop Services, Infrastructure, Digital Workplace, and Information Security teams to drive successful issue resolution. Create a strong foundation for long‑term improvements in IT service delivery through detailed record keeping and knowledge sharing. Play a critical role in supporting Chatham’s global workforce across multiple regions and time zones. Qualifications & Experience Strong verbal and written communication skills with the ability to explain technical concepts clearly to non‑technical users. Solid working knowledge of Microsoft 365 and the Microsoft Office suite. Demonstrated passion for customer service, problem‑solving, and helping others succeed. Ability to follow established procedures accurately and consistently. Strong organizational skills with the ability to manage multiple priorities in a fast‑paced environment. Professional, dependable, and punctual with a strong work ethic. Comfortable working on‑site in a collaborative office environment. Ability to participate in a rotating after‑hours on‑call schedule. Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred, or equivalent combination of education and experience. CompTIA A+ certification or coursework in progress preferred. Previous customer‑facing, technical support, or help desk experience preferred. Familiarity with Microsoft Active Directory fundamentals preferred. Interest in networking, information security, or IT infrastructure technologies. Detail‑oriented, resilient, team‑oriented, and eager to learn and grow within an IT career path. #J-18808-Ljbffr CFC- Chatham Financial Corporation