IT Operations Specialist

Winebow IT Support RoleAt 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 emailAct as customer advocate, researching, troubleshooting, and pushing for thorough resolution of issues in as timely a manner as possibleProvision login accounts and IT resources for all newly hired employees as instructed by HRMonitor network nodes and servers and troubleshoot/resolve connectivity issues and outagesTroubleshoot and repair hardware such as desktops, laptops, tablets, printers, RF devices, etc.Document and summarize interactions with end users accurately for tracking and reporting purposesWhere applicable, provide suggestions for process and procedure improvementEfficiently research issues encountered and effectively apply the resolutionWork with infrastructure, database, and development personnel on projects and special initiativesComplete multiple simultaneous projects in a timely mannerEscalate issues to other teams within the IT department when requiredOther Functions:Follows all safety policies and procedures; communicate hazards and/or suggest improvements to ManagerCommunicate plans, progress, and issues in a timely mannerCoordinate tasking among peers from a shared work queueMaintain and operate core business applications, services, hardware, endpointsWork with third party vendors and service providersMonitor and test system performance; prepare and deliver system performance statistics and reportsIdentify trending issues and recommend changes or improvementsOther duties as assignedWorking Conditions: Normal office environmentEquipment/Machinery Used: Telephone, copier, computer, fax machine, calculatorPhysical Requirements: Sitting, standing, bending, manual dexterity, reaching, visual acuity, lifting up to 10lbsMinimum Requirements:Associates (2-year) degree, with a technical major such as computer science, or more than 3 years hands on IT Operations Support experienceMust be customer service oriented with a customer-first approach. Works well with people, helpful and friendly, patient, and flexibleMust have excellent written and verbal communication skills, and the ability to explain complex IT concepts in simple termsExperience documenting, testing, and training end users on applications and systemsStrong computer hardware, software, and troubleshooting skillsDemonstrated ability to prioritize and effectively manage multiple simultaneous projectsAbility 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.