IT Operations Specialist

Location 7537 Jack Newell Blvd N, Fort Worth, TX, 76118-7111, United States Employee Type FT Exempt Required Degree 4 Year Degree The IT Operations Specialist provides hands‑on Tier 1 to Tier 3 support, ensuring employees receive prompt, reliable technical assistance. This role is responsible for troubleshooting and resolving hardware, software, and network issues while delivering a high level of internal customer service. The position maintains and supports end‑user devices, network equipment, and ensures conference room and audio‑visual technology are fully functional. This role also partners with our Managed Service Provider (MSP) to support servers, firewalls, and security systems, helping maintain overall system performance, stability, and security. DUTIES & RESPONSIBILITIES Provide Tier 1 to Tier 3 technical support, including troubleshooting and resolving hardware, software, and basic network issues for end users. Deliver a high level of internal customer service, ensuring timely response and resolution of support requests. Configure, deploy, and maintain laptops, desktops, mobile devices, and user accounts. Support and maintain conference rooms and audio‑visual equipment, ensuring all technology is fully functional for meetings and events. Maintain and support end‑user technology and office systems, including printers, phones, and related equipment. Manage and maintain the IT ticketing system, including ticket assignment, tracking, and reporting on key performance metrics. Assist in maintaining a primarily cloud‑based environment (Microsoft 365, Azure, Okta, and Egnyte), including basic administration of users, devices, and access. Partner with the Managed Service Provider (MSP) to support servers, firewalls, network infrastructure, and security systems; elevate issues and coordinate resolution as needed. Monitor system performance and communicate issues to the MSP to ensure uptime, reliability, and security. Support implementation of security updates, patches, and standard system maintenance activities in coordination with the MSP. Collaborate with Facilities to support building systems, including security and access controls, and provide backup support for fire/life safety systems as needed. Assist with IT‑related projects, vendor coordination, and evaluation of systems or tools to improve efficiency and user experience. Maintain documentation, including procedures, equipment inventory, and support guides. Assist with maintaining disaster recovery and equipment replacement plans. Perform other duties and responsibilities as assigned. QUALIFICATIONS 4+ years of experience in desktop support, helpdesk, or IT support roles. Experience with audio/visual equipment setting up conference rooms, speakers, TVs, video equipment etc. Strong experience providing Tier 1 to Tier 3 technical support and working directly with end users. Proven ability to troubleshoot hardware, software, and basic network issues and resolve issues in a timely manner. Strong working knowledge of Microsoft 365, including user administration, device management, and basic security controls. Experience with identity and file management platforms such as Okta and Egnyte preferred. Working knowledge of cloud‑based environments (Azure/Entra) with the ability to support users and coordinate with external partners. Experience managing IT assets, including maintaining accurate inventory of equipment and developing replacement/refresh plans for laptops, desktops, and related hardware. Experience serving as the primary point of contact for IT vendors, including Managed Service Providers (MSPs), and coordinating support, escalations, and issue resolution. General understanding of networking concepts (switches, firewalls, connectivity). Experience with IT ticketing systems, including managing tickets, prioritization, and reporting on key performance metrics. Strong organizational and documentation skills, including maintaining procedures, inventory records, and basic IT plans (e.g., equipment lifecycle, disaster recovery support). Ability to assist with IT projects, vendor coordination, and continuous improvement initiatives. Strong customer service and communication skills, with the ability to effectively support non‑technical users. Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred (or equivalent experience). WORKING CONDITIONS This position works in an office and is exposed to the manufacturing environment which includes glass, fabrication, paint, and other manufacturing machines and processes. PHYSICAL REQUIREMENTS Sitting and standing, walking, and lifting up to 50 lbs. DIRECT REPORTS This position does not currently have direct reports. #J-18808-Ljbffr Theuniversityunion