Operations Technician

Benefits 401(k) matching Dental insurance Health insurance Opportunity for advancement Paid time off Training & development Vision insurance Benefits & Perks People First Culture Flexible Scheduling Career Advancement Opportunities Competitive Compensation Healthcare Benefits 401k with Matching Contribution About the Role We are currently seeking an Operations Technician to join our Operations team, providing advanced technical support and operations assistance. This role is vital for handling Level 2 support tickets, managing complex service requests, and constructing various system builds. The Operations Technician will also take on product ownership for one or two products, ensuring their optimal functionality and user satisfaction. Additionally, the technician will play a crucial role in both custom and templated projects, contributing to planning, execution, and task completion. Responsibilities Level 2 Support: Address escalated technical issues, maintaining high customer satisfaction and adherence to service agreements. Service Requests: Fulfill complex service requests with a deep understanding of IT systems and the ability to offer customized solutions. System Builds: Assemble and configure systems including workstations, network gear, cameras, basic servers, and printers to meet company standards. Shipping & Receiving: Manage dispatch and receipt of hardware components, accurately tracking inventory movement. Inventory Management: Maintain detailed IT inventory records, conduct audits, and ensure equipment availability. Service Calls: Perform on-site and remote service calls, resolving technical issues efficiently. End User Onboarding/Offboarding: Manage the technical aspects of onboarding and offboarding, facilitating smooth transitions for employees. Product Ownership: Own and manage products, overseeing their entire lifecycle from documentation to troubleshooting. Project Participation: Contribute to both custom and templated projects, ensuring successful task completion. On-Call Rotation: Participate in an on-call rotation for after-hours support, ensuring system reliability. Qualifications Associate’s degree in Computer Science, Information Technology, or a related field, or equivalent experience. Minimum of 2 years in a technical support role. Strong knowledge of computer hardware, software, and networking. Excellent problem-solving, organizational, and time management skills. Superior verbal and written communication abilities. Ability to lift and move heavy equipment as needed. Valid driver’s license and willingness to travel for on-site service calls. Additional Preferred Qualifications Certifications like CompTIA Network+, Cisco CCNA, or similar. Experience with network monitoring tools (e.g., PRTG, Nagios, SolarWinds). Knowledge of VLAN configuration and troubleshooting. Familiarity with firewalls, VPNs, and security appliances (e.g., Unifi, SonicWall, Meraki). Understanding of switching and routing protocols (e.g., OSPF, BGP, STP). Experience with Wi-Fi network setup and management. Familiarity with network automation tools (e.g., Ansible, Python). Experience with cloud networking (e.g., Azure, AWS). Understanding of Quality of Service (QoS) for managing traffic priority. Strong skills in network documentation using tools like IT Glue or Confluence. Physical Demands and Work Environment This position requires physical activities including standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing. The employee must frequently lift/move items over 50 pounds. Note This description is not exhaustive. Additional duties may be undertaken as required by the organization. EEO Statement We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Flexible work from home options available. #J-18808-Ljbffr