IT Support & Operations Specialist
Birmingham, AL
Full Time
Mid Level
Job Title: IT Support & Operations Specialist
Job Summary
We are seeking a proactive and organized IT professional to manage our day-to-day technical environment. This role is responsible for ensuring our team stays connected and productive by resolving complex technical issues, maintaining hardware, and managing the external vendor relationships that keep our infrastructure running. You will be the "owner" of our ticketing queue, ensuring that issues are prioritized effectively and resolved within our Service Level Agreements (SLAs). This role will support level 1 ticketing issues. Additionally, you will need to be able to support users across the bank who have limited non-technical experience.
Key Responsibilities
1. Technical Support & Connectivity
Job Summary
We are seeking a proactive and organized IT professional to manage our day-to-day technical environment. This role is responsible for ensuring our team stays connected and productive by resolving complex technical issues, maintaining hardware, and managing the external vendor relationships that keep our infrastructure running. You will be the "owner" of our ticketing queue, ensuring that issues are prioritized effectively and resolved within our Service Level Agreements (SLAs). This role will support level 1 ticketing issues. Additionally, you will need to be able to support users across the bank who have limited non-technical experience.
Key Responsibilities
1. Technical Support & Connectivity
- Network Support: Troubleshooting local area network (LAN), Wi-Fi, and VPN connectivity issues to ensure minimal downtime.
- Access Management: Resolving complex client login issues, password resets, and Multi-Factor Authentication (MFA) hurdles.
- Hardware Deployment: Imaging, configuring, and deploying laptops (macOS/Windows), mobile devices, and peripherals for new hires and hardware refreshes.
- Ticketing Oversight: Managing the end-to-end lifecycle of the ticketing system (e.g., Jira, ServiceNow, or Zendesk).
- Prioritization: Assessing the urgency and impact of incoming requests to ensure "Mission Critical" issues are handled first.
- Documentation: Creating internal knowledge base articles to streamline repetitive fixes.
- Vendor Relations: Serving as the primary point of contact for ISPs, hardware vendors, and third-party software providers.
- Accountability: Monitoring vendor performance against established Service Level Agreements (SLAs) and escalating issues when performance gaps occur.
- Procurement: Assisting in the selection and ordering of new equipment and services.
- Experience: 2–4 years in a technical support or IT operations role.
- Technical Savvy: Strong understanding of TCP/IP, DNS, DHCP, and cloud-based identity providers (e.g., Okta, Azure AD).
- Analytical Thinking: Ability to look at a crowded ticket queue and logically determine the order of operations based on business impact.
- Professional Communication: Ability to hold external vendors accountable firmly but professionally.
- Certifications (Preferred): CompTIA Network+, A+, or vendor-specific certifications (CCNA, Microsoft 365 Certified).
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