IT Operations Technician - Tier 1

Position summary:

The IT Operations Technician will play a key role in ensuring our daily vendor and partner reports are imported in a timely fashion and communicating challenges to internal and external points of contact. This role will also assist in providing Tier 1 support for enterprise technology infrastructure, including workstations, basic network and telephony systems, remote users, etc. This individual will effectively interface with staff and/or third parties to understand and diagnose issues and follow best practices to isolate and effectively resolve them. This individual will work with a team of technicians to solve problems creatively and timely, with the ability to escalate issues to senior technical staff as needed. This role will also travel onsite to our physical locations quarterly to ensure technology and office reviews are completed in coordination with our Operations team.

Responsibilities:

• Clean and reconcile vendor files (spreadsheets, PDFs) — correct formatting errors, resolve inconsistencies, and load into our automated database.
• Provide Level 1 help desk support: password resets, printer troubleshooting, email issues, and basic system fixes.
• Maintain and update our IT documentation platform by cross-referencing data from multiple sources for accuracy.
• Identify recurring vendor data problems and recommend improvements to streamline processes
• Provide technical support for all levels of staff and end-users
• Interact with users via phone, e-mail, and IM/chat to resolve issues in the most efficient manner
• Work within a centralized ticketing system to respond to users and document pathways to resolution
• Provide support for PC users, including office and remote employees
• Maintain call records, notes, and logs, and record resolution details
• Install and configure workstation, telephony, video, and mobile hardware/software as required
• Communicate and provide guidance and knowledge transfer to other resources within the organization on issues/problems and resolution
• Travel across multiple offices across Florida for urgent and planned outages
• Schedule and complete quarterly site visits across Florida offices
  
  
  

You will be a person who has / is:

• 1-3 years of experience providing IT support, data entry, or operations
• Advanced competency in Microsoft applications including Word, Excel, and Outlook
• Basic understanding of network infrastructure, including routers, switches, and firewalls
• Basic understanding of Windows Servers, including Active Directory
• Knowledge of VOIP systems and Linux will be considered a plus
• Ability to work independently and as part of a team
• Excellent analytic and problem-solving capabilities
• Track record of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the business while meeting deadlines
• Technical writing and Documentation skills
• Strong interpersonal and communication skills with the ability to interact effectively with others and set a positive example
• The ability to support department goals that align with current and future Company objectives and initiatives
• Must be able to work under general supervision in a fast-paced environment with tight deadlines and changing priorities
• Strong organization skills with the ability to work on multiple projects and/or assignment simultaneously
• Extremely motivated
  
  
  

If you are looking for:

• A constant stream of challenges to solve - with the resources to solve them
• Informal, friendly and knowledge-sharing environment with smart people around you
• A chance to join a team and a company which uses cutting edge technologies for its cutting-edge products
• Dynamic opportunity for professional growth
• The ability to collaborate across multiple teams to solve outstanding issues
• An opportunity to drive technical direction within the team and company
  
  
  

Job Type: Full-time

Benefits:

• Medical
• Dental
• Vision
• 401k - with a Match
• Life insurance – paid for by the company
• Short Term Disability
• Long Term Disability
• Paid Holidays
• Paid time off
  
  
  

This is a Full-Time position.

Pay – Hourly pay will be based on experience and knowledge.