IT Operations Specialist

Job Summary The IT Operations Specialist provides Level 1 technical support to end-users, efficiently managing a wide variety of service requests and incidents. This role is suited for professionals who demonstrate a strong sense of urgency, consistency, and a developing deeper technical specialization within the service desk environment. The position is a hybrid role based in Austin, TX. Role Description Respond to a wide range of service requests and incidents from end-users across the organization, covering hardware, software, and application support. Independently interpret, diagnose, and resolve technical issues using available documentation and resources. Contribute to the creation, maintenance, and improvement of support documentation and knowledge base articles for common issues and solutions. Clearly communicate technical details, resolution steps, and escalation information to users and internal teams as needed. Provide in‑depth troubleshooting and resolution for most service desk requests, escalating more complex issues according to established procedures. Regularly meet or exceed performance targets for ticket resolution, customer satisfaction, and service desk metrics. Behaviors and Competencies Multi‑Tasking: Identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions. Organization: Prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities. Self‑Motivation: Identify personal or professional growth opportunities, propose self‑improvement strategies, and take action without explicit instructions. Initiative: Identify opportunities for improvement, propose solutions, and take action without explicit instructions. Adaptability: Adjust to changes in the work environment, manage multiple tasks, and effectively handle uncertainty. Communication: Effectively communicate complex ideas and information, and adapt communication style to the audience. Problem‑Solving: Identify problems, propose solutions, and take action to resolve them without explicit instructions. Teamwork: Work effectively in a team, contributing ideas and effort, and respecting the contributions of others. Time Management: Use time effectively and improve task prioritization and deadline management. Presenting: Prepare and deliver presentations, address key points, and respond to questions with clarity. Skill Level Requirements Proficiency in supporting Windows desktop environments and basic server‑side troubleshooting. Basic experience with incident and request management systems (e.g., ServiceNow, Remedy, Jira Service Desk). Basic strong analytical and problem‑solving skills for diagnosing and resolving technical issues. Other Requirements Completed Bachelor’s Degree in a related field, or relevant work experience required. 1–3 years of experience in a similar role. 1–3 years of experience in corporate communications preferred. Ability to work flexible hours. Compensation and Benefits Estimated annual pay range: $55,000 – $65,000. Benefits may include medical, vision, dental, 401(k), and flexible spending. Commitment to diversity as the largest minority‑ and woman‑owned enterprise in the U.S. Continuous professional growth and leadership opportunities. Health, wellness, and financial benefits to offer peace of mind. World‑class facilities and technology to thrive in offices or remote locations. Equal Employment Opportunity m/f/Disability/Protected Veteran Status. #J-18808-Ljbffr SHI