Job Description Summary

Job Description

Responsibilities include:

• Oversee defined IT processes ensuring correct execution; identify and communicate issues and variances when found.
• Interact with customer systems (logins copying down files configuring software etc.).
• Log issues and enhancement requests.
• Documentation of problem-solving steps into a growing knowledge base.
• Track distribution of support issues to look for optimization possibilities.
• Identify processes and applications having problems scan through error logs and source code help determine reproduction paths probably resolutions implementation of approved resolution.
• Analyze software failures and implement identified solutions.
• Proactively reduce future support burden through identification of improvement opportunities.
• Resolve day-to-day issues related to strategy implementation. Escalates issues that impact the client and/or strategic initiatives.
• Manage global IT assets including software licenses and hardware full lifecycle
• Define develop maintain and test Standard Operating Procedures (SOPs) for all operational processes
• Participate in key initiatives as a project member executing defined tasks to achieve defined project goals.

Education Qualification

• Bachelors degree from accredited university or college OR associates degree with minimum of 1 year of professional experience OR High School Diploma with minimum of 2 years of professional experience
• Note:Military experience is equivalent to professional experience
• Minimum 2 years of IT operations/technical support.

Eligibility Requirement:

• Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas now or in the future for this job.

Desired Characteristics

Technical Expertise:

• Experience in sustainment of common commercial IT equipment (PCs Laptops Network Devices etc.) technical customer support or software development
• Hands on operations experience with multiple application OS and network level support
• Experience with basic computer networking and common end user trouble shooting
• Experience with Windows Mac iOS Android operating systems

Business Acumen:

• Ability to manage to aggressive deadlines while staying true to strategic outcomes
• Ability to communicate effectively with technical and non-technical communities
• Ability to understand and communicate complex business and technical concepts clearly and accurately
• Demonstrated customer focus

Personal Attributes:

• Project management skills; demonstrated ability to deliver on-time and on-budget
• Uses critical thinking skills and disciplined approaches to help leaders and leadership teams resolve issues and define solutions
• Excellent communication skills and the ability to interface with customers with confidence and clarity
• Ability to work independently on projects and a sharp eye for detail
• Highly collaborative team-oriented individual
• Positive enthusiastic and confident attitude

Desired Skills:

• Experienced in working IT in an office and warehouse environment
• Experienced in design performance availability and scalability of the infrastructure
• Demonstrated understanding of Lean Six Sigma Lean FLIGHT DECK
• Skilled in breaking down problems documenting problem statements and estimating efforts
• Demonstrated skills in documenting standard work processes

Note
To comply with US immigration and other legal requirements it is necessary to specify the minimum number of years experience required for any role based within the USA. For roles outside of the USA to ensure compliance with applicable legislation the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.

This Job Description is intended to provide a high-level guide to the role. However it is not intended to amend or otherwise restrict/expand the duties required from each individual employee as set out in their respective employment contract and/or as otherwise agreed between an employee and their manager.

Additional Information