Job Description

Job Title: IT Operations Engineer

Location: Birmingham, OH 44889

Duration: Contract/CTH (Open to Direct Hire)

Overview: We are seeking an experienced IT Operations Engineer to join our dynamic team. This role is responsible for providing technical support and ensuring the seamless operation of IT infrastructure across multiple locations. As a key member of our IT team, you will support over 400 end users, assisting with hardware, software, and networking issues while maintaining high levels of customer service and system efficiency.

Key Responsibilities:

• Monitor and manage the service delivery to end users, ensuring systems, methodologies, and procedures are followed.
• Provide end-user support on-site and remotely across multiple locations.
• Troubleshoot and resolve technical issues with hardware, software, and network connectivity.
• Assist with the setup, configuration, and imaging of new and existing devices.
• Support various hardware (PCs, laptops, desktops, printers, mobile devices) and software applications (including Office365, Microsoft apps, and company-specific apps like Cisco AnyConnect, Cisco DUO, SentinelOne EDR).
• Handle complex technical support cases and escalate as necessary.
• Manage device inventory and procurement, including laptops, desktops, printers, mobile phones, and peripherals.
• Monitor and manage the ticketing system, ensuring timely resolution of support tickets.
• Assist with user onboarding/offboarding processes, including access management.
• Manage relationships with third-party vendors for desktop support needs.
• Assist in the management and improvement of Cybersecurity and Backup/Disaster Recovery posture.
• Support wired/wireless networks and ensure reliable connectivity for end-user devices.
• Develop and maintain documentation for common issues and solutions.
• Participate in an on-call rotation schedule, providing support during off-hours when needed.
• Provide administrative support for phone systems, including extension configuration and voicemail management.
• Support the company’s infrastructure and work closely with the internal team for ongoing improvement and best practices.

Requirements:

• 4+ years of experience supporting technical infrastructure, including hardware, software, and mobile devices.
• Experience with technical infrastructure, networks, databases, and systems.
• Familiarity with IT Operations processes (Incident, Event, Problem, Releases, and Changes).
• Strong experience with Microsoft Office applications (Office365) and other commonly used applications.
• Ability to troubleshoot network issues, both wireless and wired.
• Experience with server and network maintenance.
• Knowledge of Service Level Agreements (SLA) and Operational Level Agreements (OLA).
• Strong written and oral communication skills.
• Ability to learn and adapt quickly in a fast-paced environment.
• Strong organizational skills and the ability to prioritize and manage multiple tasks.
• A collaborative team-oriented approach.
• Ability to explain technical concepts to non-technical users.
• Experience with device imaging tools like SCCM, Intune, and PXE is a plus.

Work Schedule:

• Monday-Friday, 8:00 AM – 5:00 PM.
• On-call rotation (rarely called).

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