IT Operations Specialist

Winebow IT Support Role

At Winebow, we are strongly committed to creating an environment that fosters diversity, equity, and inclusion. We are intentional in our efforts to ensure that every employee has a sense of value and opportunity in our company, and we work tirelessly to promote a culture of inclusion where our team feels safe, respected, and valued. We want our Winebow family to feel at home and to be empowered to bring their best selves forward.

We seek talent from all backgrounds to join our organization and are dedicated to achieving a diverse workforce in all aspects of employment including but not limited to recruiting, hiring, promotion, training, benefits, wage and salary equity.

Essential Functions:

• Respond within SLA to user requests that come in via phone, ticketing system and email
• Act as customer advocate, researching, troubleshooting, and pushing for thorough resolution of issues in as timely a manner as possible
• Provision login accounts and IT resources for all newly hired employees as instructed by HR
• Monitor network nodes and servers and troubleshoot/resolve connectivity issues and outages
• Troubleshoot and repair hardware such as desktops, laptops, tablets, printers, RF devices, etc.
• Document and summarize interactions with end users accurately for tracking and reporting purposes
• Where applicable, provide suggestions for process and procedure improvement
• Efficiently research issues encountered and effectively apply the resolution
• Work with infrastructure, database, and development personnel on projects and special initiatives
• Complete multiple simultaneous projects in a timely manner
• Escalate issues to other teams within the IT department when required

Other Functions:

• Follows all safety policies and procedures; communicate hazards and/or suggest improvements to Manager
• Communicate plans, progress, and issues in a timely manner
• Coordinate tasking among peers from a shared work queue
• Maintain and operate core business applications, services, hardware, endpoints
• Work with third party vendors and service providers
• Monitor and test system performance; prepare and deliver system performance statistics and reports
• Identify trending issues and recommend changes or improvements
• Other duties as assigned

Working Conditions: Normal office environment

Equipment/Machinery Used: Telephone, copier, computer, fax machine, calculator

Physical Requirements: Sitting, standing, bending, manual dexterity, reaching, visual acuity, lifting up to 10lbs

Minimum Requirements:

• Associates (2-year) degree, with a technical major such as computer science, or more than 3 years hands on IT Operations Support experience
• Must be customer service oriented with a customer-first approach. Works well with people, helpful and friendly, patient, and flexible
• Must have excellent written and verbal communication skills, and the ability to explain complex IT concepts in simple terms
• Experience documenting, testing, and training end users on applications and systems
• Strong computer hardware, software, and troubleshooting skills
• Demonstrated ability to prioritize and effectively manage multiple simultaneous projects
• Ability to work a flexible schedule, including nights and weekends, sometimes with little advance notice. Limited travel in the US may be required from time to time.

This position is a mandatory hybrid role and based out of the Pine Brook, NJ office location, with travel to the NYC office. Based on business needs, this role may require travel to other office locations (DE, MD, and CT).

The salary range for this position is $65,000.00-$85,000.00. We offer a comprehensive benefits package of medical, dental, vision, life, AD&D, 401k with company match, employee purchase program (where licensed) and paid time off. If you are hired at Winebow, your final base salary compensation will be determined based on factors such as geographic location, skills, education and/or experience. In addition to those factors, we consider internal equity of our current team members as a part of any final offer.

Employer's Rights: This job description does not list all the duties of the job. You may be asked by management to perform other duties. Winebow has the right to revise this job description at any time. This job description is not a contract for employment. Your continued employment with Winebow is by mutual consent.