Bridgehead IT is proud to be an equal opportunity workplace and is an affirmative action employer.Position Summary

The IT Operations Specialist is responsible for delivering on-site technical support to clients. Their key focus is to optimize workstation performance, address hardware and software issues, and ensure client satisfaction. By building strong client relationships, proactively resolving technical challenges, and staying updated on industry best practices, this role contributes significantly to Bridgehead IT’s mission of delivering exceptional high-quality service.

Key Responsibilities

• Provide on-site technical support to clients, addressing workstation hardware, software, and peripheral device issues.
• Diagnose and resolve technical issues efficiently and effectively, ensuring minimal disruption to client operations.
• Support a wide range of hardware and internal/external software.
• Responsible for time management and effectively documenting daily activity in a ticketing system.
• Collaborate with third-party vendors and service providers to ensure the timely delivery of hardware, software, and support services to meet client needs.
• Follow established and documented policies and standard operating procedures.
• Interact with customers in support of both routine and reactionary service-based issues.
• Participate actively in self-development and educational activities to stay current with new/existing technologies.
• Collaborate with management to optimize service delivery processes, identify opportunities for automation, and enhance overall client satisfaction.
• Respond to emergency situations, such as system outages and security incidents, with a sense of urgency and precision.
• Develop and document technical processes and procedures as needed.
• Maintain quality service by following organization standards.
• Perform other related duties as assigned.

Skills and Qualifications

• Associate or bachelor’s degree in computer science or a related field, or equivalent relevant experience is preferred.
• 3 to 5 years of experience in IT customer support and computer systems administration.
• In-depth knowledge of workstation hardware, software, and operating systems.
• Relevant technical certifications are preferred.
• Possess a customer-centric focus, with a keen understanding of client needs and a commitment to delivering high-quality service.
• Working knowledge of cloud-based technologies (e.g., Office 365, VMware, Hyper-V, Azure, AWS) is a plus.
• Proficiency in various Windows-based operating systems and familiarity with Linux or macOS.
• Strong skills in providing end-user support, addressing user inquiries, and resolving issues promptly to ensure customer satisfaction.
• Ability to work after hours to meet customer requirements and participate in on call duties when scheduled.
• Exceptional troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills, with the ability to convey technical information clearly to both technical and non-technical clientele.
• Strong interpersonal skills to collaborate effectively with team members, clients, and management at various organizational levels.
• Ability to work in a fast-paced environment while maintaining quality customer service.

Bridgehead IT is proud to be an equal opportunity workplace and is an affirmative action employer.