IT Operations Specialist

IT Operations Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

The IT Operations Specialist supports the day-to-day operations of Wellby's Cloud Systems Administration, IT Security, and Service Desk functions. Responsibilities include assisting with systems administration, identity and access management processes, cybersecurity and compliance activities, end-user support, and technology deployments. Working collaboratively across multiple technology disciplines, this role helps maintain secure, reliable, and efficient technology services while supporting the organization's operational and regulatory requirements.

Principle Duties and Responsibilities

• Willingness and ability to exhibit Wellby Core Values every day.
• Works with purpose and is driven to provide the best team member experience.
• Support the administration and operation of Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, and other related cloud technologies.
• Assist with the installation, configuration, maintenance, and troubleshooting of software, hardware, and enterprise technology solutions.
• Support user account administration, access management, system security controls, and data backup processes in accordance with established policies and procedures.
• Develop and maintain basic PowerShell scripts and automation solutions to improve operational efficiency and support routine administrative tasks.
• Create and maintain technical documentation, knowledge base articles, standard operating procedures, and system configuration records.
• Support patch management activities and monitor software and hardware lifecycles to ensure systems remain compliant and supported.
• Promote security awareness by assisting with cybersecurity education, training initiatives, and communication of security best practices throughout the organization.
• Support efforts to safeguard sensitive, confidential, and regulated data by assisting with access control monitoring and security-related activities.
• Assist in the implementation, enforcement, and monitoring of information security policies, standards, and procedures, including reporting potential violations for review.
• Participate in cybersecurity risk assessments, audits, examinations, and compliance reviews to support organizational security and regulatory requirements.
• Maintain awareness of Bank Secrecy Act (BSA) requirements, report suspicious activity to the BSA Officer as appropriate, and complete all required annual BSA training.
• Serve as a secondary escalation resource for complex Service Desk incidents and requests, assisting in the resolution of advanced technical issues.
• Travel to branch and administrative office locations as needed to provide technical support, equipment deployment, and onsite troubleshooting services.
• Coordinate and perform PC deployment, desktop imaging, workstation setup, and device delivery activities for new and existing employees.
• Install, configure, and support printers, peripherals, desktop equipment, and other technology assets at branch and administrative locations.
• Support Identity and Access Management (IAM) processes, including joiner, mover, and leaver activities, user provisioning, role changes, and deprovisioning activities.
• Assist with periodic user access reviews, compliance audits, and access certification activities to support internal and regulatory requirements.
• Support user account administration and technology asset management processes, including inventory tracking and lifecycle management activities.
• Assist with system recovery efforts, outage response activities, and downtime procedures to support business continuity and minimize operational disruption.
• Compile, analyze, and present information related to system performance, recurring issues, service desk activities, and operational metrics for management review.
• Collaborate with Cloud Systems Administration, IT Security, and Service Desk teams to improve service delivery, system reliability, operational efficiency, and user experience.
• Participate in IT, infrastructure, cybersecurity, and business technology projects as assigned.
• Maintain knowledge of emerging technologies, cloud platforms, cybersecurity practices, service management tools, and industry trends through ongoing professional development.
• Performs other related duties as assigned.

Knowledge, Skills, and Abilities (KSA)

• Knowledge of Wellby's organizational functions and general operating policies and procedures.
• Knowledge of general office practices and procedures, business English, spelling, and punctuation.
• Knowledge of personal computer, utilizing Microsoft Office Suite and other software's.
• Knowledge of Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, and related cloud technologies.
• Knowledge of IT service management processes, ticketing systems, incident management, and service delivery best practices.
• Knowledge of on-premises infrastructure technologies, including Active Directory, virtual machines, Windows operating systems, and enterprise server environments.
• Knowledge of Identity and Access Management (IAM) principles, including user provisioning, deprovisioning, role-based access, and joiner/mover/leaver processes.
• Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding devices.
• Skilled in technical troubleshooting, root cause analysis, and problem resolution across hardware, software, network, and cloud-based technologies.
• Skilled in user account administration, access management, and identity lifecycle support activities.
• Skilled in operating and supporting computer equipment and office technology, including desktops, laptops, printers, scanners, mobile devices, and related peripherals.
• Ability to explain technical concepts and procedures in a manner that is easily understood by end users.
• Ability to travel independently between branch and administrative office locations as required.
• Ability to lift, transport, and install computer equipment and technology devices as required to perform job duties.
• Ability to communicate clearly and concisely, orally and in writing.
• Ability to efficiently understand and follow oral and written instructions, perform routine duties without close supervision, and establish and maintain effective working relationships with other team members.
• Ability to coordinate several concurrent activities simultaneously.
• Ability to exercise independent judgment.

Supervisory Responsibilities

The team member does not have supervisory responsibilities.

Complexity & Scope of Work

• The team member follows Wellby's policies and procedures, Team member Handbook, and federal and state laws and regulations in accomplishing assignments
• The team member will ensure policies, procedures, and programs are consistently administered, aligned with organizational goals, and compliant with professional standards.
• The team member performs routine and generally related tasks without supervisory direction.
• Tasks may occasionally have to be coordinated, integrated, and/or prioritized.
• Courses of action are determined by established procedures and/or the (manager position title)
• The team member's work is reviewed periodically for accuracy, completion, and compliance with the policies and procedures.
• The team member uses independent judgment in making decisions.

Physical Demands & Work Environment

• The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may enable individuals with disabilities to perform essential functions.
• To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time. Daily movements include sitting, standing, reaching, and grasping; operating computers and other office equipment; moving about the office; and attending possible onsite and offsite meetings.
• The team member must be able to exchange information, in person, in writing, and via telephone. Some degree of stress results from contact with management and other team members.
• The ability to observe details at close range (within a few feet of the observer).
• Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
• The noise level in the work environment is usually moderate.
• Work involves the typical risks and discomforts associated with an office environment but is usually in an adequately cooled, heated, lighted, and ventilated area.

Minimum Qualifications

• Bachelor's degree in Computer Science, Information Technology, Cybersecurity, Information Systems, or a related field required.
• Minimum of three (3) to five (5) years in information technology, technical support, infrastructure support, service desk operations, cybersecurity, or a related technology field required.
• One or more industry-recognized technology certifications preferred, such as:
• CompTIA A+