Job Overview:
We are seeking a Business Operations Support Specialist with a focus on IT to play a pivotal role in ensuring the seamless operation of our technological infrastructure. This role involves interfacing with our managed services provider (MSP) to oversee the delivery of IT services while also providing direct support to our internal users in troubleshooting technical issues.
Key Responsibilities:
- Serve as the primary point of contact for our MSP, ensuring service level agreements (SLAs) are met and escalating issues as necessary for resolution.
- Collaborate with internal stakeholders to understand IT requirements and communicate these effectively to the MSP for implementation.
- Monitor IT systems and infrastructure to proactively identify and address potential issues before they impact operations.
- Provide hands-on technical support to internal users, including troubleshooting hardware and software issues and resolving connectivity issues with network devices (ex. printers, scanners, etc.)
- Document IT processes, procedures, and troubleshooting steps to facilitate knowledge sharing and ensure continuity of support.
- Effectively communicate IT issues and steps proactively taken to attempt to resolve them to firm management or the MSP.
- Communicate broadly via e-mail with firm employees regarding firm IT and security initiatives.
- Monitor inventory levels of business supplies and restock as needed. This includes placing orders with our various suppliers to ensure continuous operations.
Qualifications:
- Associate’s Degree in Information Technology, Computer Science, or a related field, or similar certification demonstrating a general understanding of business IT infrastructure.
- Proven experience in a similar role with a focus on business operations and IT support.
- Strong technical proficiency across a range of IT systems, including hardware, software, and networking.
- Experience working with managed services providers and familiarity with IT service management frameworks.
- Excellent communication skills with the ability to effectively interface with both technical and non-technical stakeholders.
- Strong problem-solving skills and the ability to think analytically to troubleshoot complex technical issues.
- Detail-oriented with a commitment to delivering high-quality results in a fast-paced environment.
- Experience as a manager or shift-leader in a call center environment is a plus.
Job Type: Full-time
Pay: From $1.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Customer service: 1 year (Preferred)
Ability to Commute:
- Baltimore, MD 21202 (Required)
Ability to Relocate:
- Baltimore, MD 21202: Relocate before starting work (Required)
Work Location: In person