IT Operations Support

About the position Responsibilities • Assist the IT Team Lead in promoting a knowledge-focused strategy. • Monitor and assess the utilization and effectiveness of the knowledge base. • Manage and adjust the assignment and priority of Level 1 support tickets. • Monitor and manage the IT Service Desk ticket queue. • Prioritize tickets daily based on urgency and business impact. • Serve as the escalation point for complicated or unresolved issues. • Provide guidance, insight, and expertise in troubleshooting complex IT problems. • Develop and implement strategies to enhance ticket management efficiency. • Identify recurring issues and propose proactive solutions. • Collaborate with stakeholders to ensure IT services align with organizational goals. • Support the IT Team Lead in tracking and reporting key performance metrics. • Assist first-level support agents by offering guidance and mentorship. Requirements • Bachelor's degree in Information Technology, Computer Science, or related field preferred. • 4+ years of experience in IT support or a related role. • At least 1 year in a supervisory or queue management capacity. • Proficiency in IT ticketing systems and tools including Atlassian (Jira, Confluence, and Jira Service Desk), Slack, Microsoft 365, Entra, and Azure. • Strong troubleshooting skills with the ability to resolve diverse IT issues. • Familiarity with ITIL principles and best practices is advantageous. • Exceptional organizational and prioritization capabilities. • Strong interpersonal and communication skills. • Ability to multitask effectively under pressure. • A proactive approach focused on continuous improvement. Benefits • Competitive compensation. • The choice to work wherever and however you are most productive. • 15 days of paid time off, 12 paid sick days, and 13 company holidays. • Up to 2 paid volunteer and charity days a year. • $500 work-from-home stipend. • Maternity and paternity leave that covers 12 weeks at full pay. • Standard health benefits with various plans to choose from. Apply tot his job Apply To this Job