IT Operations Engineer - Fully Remote in the US

Job Summary

The IT Operations Engineer is responsible for providing high quality customer focused service for WorkCare staff and industry best practices of infrastructure technologies. This position helps assist with technology rollouts, explores new technologies and maintains high quality performance of current and future technologies.

Essential Duties and Responsibilities

• Interface with end users providing support and troubleshooting of technology related issues and requests.
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues.
• Install, maintain, and configure hardware and software systems according to company standards.
• Coordinate and assist with high priority incidents and problem management lifecycle.
• Act as link between end users and advanced support teams, proactively troubleshooting or escalating as needed.
• Contribute to building and maintaining knowledgebase (how-to) documentation.
• Performs hands on assistance with hardware deployment, replacement, maintenance, troubleshooting and software installation.
• Collaborate within IT team and inter-departmentally to maintain ensure technology is functioning according to standards.
• Assist with IT equipment inventory, procurement, lifecycle, and e-waste processing.
• Accomplishes organization goals by accepting ownership of assigned tasks and exploring opportunities to add value to job, team, and department.
• Participates in team projects that enhance the quality or efficiency of service. May coordinate special projects in support of departmental and company goals and objectives.
• Assists with producing daily, weekly, monthly, and quarterly statistical reports related to the health and management of technology resources.
• Performs additional duties and assumes additional responsibilities as identified by supervisor for the efficient operation of WorkCare technologies.

Education and Experience

• A bachelor’s degree is preferred.
• Minimum of 3-4 years of hands-on experience in computer hardware and software technologies.
• Certifications relating to AWS, Microsoft, or ITIL is a plus.
• Knowledgeable of software as a service.
• Intermediate knowledge of local and wide area networking.
• Experience with the following technologies:
  • O365 Admin center and Licensing.
  • MS Teams and MS Teams Voice.
  • Exchange online.
  • SharePoint online.
  • Intune.
  • MS OneDrive.
  • PowerShell.
  • Antivirus technologies.
  • Windows Server 2019/2022.
  • Networking.
  • Technologies such as, but not limited to, Amazon Web Services, Azure, desktop virtualization, Microsoft desktop operating system Windows 11.
  • Service Desk ticketing tools (SysAid, Zendesk, ServiceNow, or equivalent).
  • Multi-Factor Authentication.
  • Printing technology.

Skills and Competencies

• Hands on knowledge of Active Directory architecture and administration.
• Intermediate knowledge of local and wide area networking.
• Strong verbal, written and interpersonal communication skills.
• Must be able to demonstrate the ability of maintaining privacy and confidentiality.
• Strong critical thinking skills; problem solving, and decision making.
• Strong customer focus and excellent customer service skills.
• Must have the ability to gather data, compile information and prepare reports.
• Ability to manage multiple priorities, with attention to detail and accuracy.
• Ability to create and edit written materials.
• Ability to communicate effectively to a variety of audiences.
• Skill in organizing resources and establishing priorities.
• Demonstrate cooperative behavior with colleagues, supervisors, and clients.
• Strong time management, organizational, and follow-through skills.
• Ability to meet and exceed daily and weekly individual performance goals.
• Ability to work independently as well as assisting other team members when needed.
• Requires regular and predictable attendance and punctuality.

Computer Skills

• Must be competent in the Windows operating system environment, Adobe Professional, Microsoft Office Suite (Outlook, Word, Excel and PowerPoint) and learn other software as needed.

Physical Demands

• Requires sitting for long periods of time, working at a desk.
• Some bending and stretching could be required.
• Working under stress and use of computer/phone required.
• Manual dexterity required for use of computer keyboard.
• Occasionally may be required to stand, walk, stoop, kneel and/or crouch.
• May occasionally lift and/or move up to 15 pounds.

Work Environment

• Mainly indoor, office environment conditions.
• The noise level is usually moderate. 
• Air quality is good and temperature is controlled.
• Work Environment must be free from background noise and distraction, noise level is acceptable, temperature is controlled. At home set up must meet all Company IT, privacy and safety requirements.

This position has a salary range of $80,000 - $85,000 annually. Final compensation offered will be determined by factors such as job-related knowledge, skills, experience, and qualifications. 

Benefits for this position include paid time off; medical, dental, vision, and critical illness insurance; HSA, HRA, and FSA; life and disability insurance; EAP; 401K; legal and identity theft coverage; pet insurance and more. 

The preceding statements describe the general job responsibilities and individual’s qualifications inherent to this position. These are not intended to be construed as exhaustive lists. To perform this job successfully, the individual must be able to perform each essential function satisfactorily, accurately, and safely. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of their jobs. This job description may be reevaluated and/or modified at any time without notice.

Every qualified individual has the same opportunity for recruitment, hire, training, transfer, promotion, compensation, benefits, employee activities, and general treatment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other classification protected by applicable local, state, or federal law.