Technical Support/Operations Specialist

Hybrid Details: Onsite Tuesdays & Wednesdays

Duration: 9 months to start

Job Description

This is the journey level in the Enterprise Systems Administrator class series. Incumbents perform the full range of duties assigned to classes in the series including assisting with the analysis and resolution of operating system issues. Incumbents at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit.

Job Duties

• Assists in the administration of enterprise systems including servers, storage, and backup systems.
• Monitors system performance and availability.
• Installs and configures system software and hardware.
• Assists in troubleshooting and resolving system issues.
• Maintains system documentation and procedures.
• Participates in disaster recovery planning and testing.
  
  

Education and Experience

Required Education

• Bachelor s degree with major coursework in computer science, math, information systems, or other related field OR, Associate s degree and 4 years of experience, OR High school diploma or GED and 6 years progressively responsible and applicable information technology experience, required.
  
  

Experience

• 2 years experience in field directly related to operating systems and systems administration, including experience working with and maintaining multiple server hosts, in a combined environment.
  
  

Licenses and Certifications

• Certification in at least one relevant operating system or associated technology.
  
  

Knowledge, Skills and Abilities

• Principles and practices of system administration.
• Operating systems such as Microsoft Windows and Linux.
• Virtualization technologies.
• Network protocols and services.
• Additional Skills/Experience
• Experience with ITSM tools, specifically ServiceNow
• Strong Communication and customer service skills
  
  

Ticket Triage & Routing

• Monitor incoming service desk tickets
• Categorizing and prioritizing based on urgency and impact
• Route tickets to the correct team or individual (and bounce back the ones that don t belong)
  
  

Pattern Spotting

• Identify recurring issues
• Escalate systemic problems
• Help build FAQs or SOPs to reduce repeat tickets
  
  

User Communication

• Provide status updates to users on ticket progress
• Translate technical responses into plain English
• Set expectations and reduce ticket ping-pong
  
  

Metrics & Reporting

• Track ticket volumes, response times, and resolution rates
• Highlight bottlenecks or areas where SLAs are slipping
• Help leadership understand where the pain points are
  
  

Process Improvement

• Suggest tweaks to workflows, escalation paths, or ticket templates
• Help implement automation or self-service options