IT Operations Technician

STV is currently seeking an IT Operations Technician to join our IT Operations team in New York, NY. This position is designated as hybrid (3 days week/in office – first 4-6 weeks will be 5 days/in office until properly trained) and reports to the Northeast Regional Operations Manager.

This position will provide you the opportunity to work closely with the IT Operations team in the Northeast region, the IT Department and user community. The IT Operations technician will be responsible for providing onsite support at our New York office, ensuring quality service, facilitating knowledge sharing and collaboration.

The IT Operations technician should have a background in IT functions as well as desktop and phone troubleshooting skills. This role is key to facilitate minimal downtime and high availability of various technical systems.

The IT Operations hours of operation are 8 a.m. – 5 p.m. EST Monday to Friday and may require the candidate to work shifts within that time period as necessary as well as be available for rotating on-call escalation issues.

Responsibilities Include, but are not limited to:

Technical Support:

• Provide second-level technical support to end-users regarding hardware, software, and network-related issues.
• Respond to help desk tickets and resolve problems within established service level agreements.

System Maintenance:

• Assist in the maintenance of computer systems to ensure optimal performance.
• Perform routine system checks, updates, and patches as needed.

User Assistance:

• Assist end-users with IT-related inquiries, providing guidance on system usage and issue resolution.
• Conduct user training sessions on basic IT procedures and best practices.

Troubleshooting:

• Diagnose and troubleshoot hardware and software issues, escalating to higher tiers as necessary.
• Collaborate with team members to address complex technical challenges.

Documentation:

• Maintain accurate and up-to-date documentation of IT systems, configurations, and issue resolutions.
• Contribute to the development of knowledge base articles for common IT problems.

Collaboration:

• Collaborate with other IT teams and departments to address and resolve technical issues.
• Communicate effectively with team members and management regarding ongoing support activities.

Knowledge and Skills

• Preferred relevant experience working with the Ivanti ITSM platform, or similar.
• Knowledge of basic computer hardware, software, and peripherals including but not limited to:
• Windows 10
• Office 365
• Microsoft Teams
• SharePoint
• Virtual Desktops (VMWare)
• iPhone / iPad support
• Active Directory administration
• Microsoft System Center Configuration Manager (SCCM)
• Printers / Copiers
• Multi-factor authentication (DUO)
• Bomgar (Beyond Trust) administration/monitoring
• Teams supported AV and presentation systems.
• Experience supporting users in ERP platforms (BST or Deltek) and HRIS systems (Workday) is desirable.
• Working knowledge of a range of PC, network, and system diagnostic utilities.
• Knowledge of imaging and software deployment methods.
• Exceptional written and oral communication skills.
• Excellent interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation and troubleshooting skills.
• Conduct research into a wide range of computing issues as required.

Required Experience

• Minimum of 4 years of related work experience.
• Bachelors in Information Technology, related degree, or equivalent experience.
• Experience working in a medium to large corporate environment.
• Certifications in ITIL and/or Help Desk Institute helpful.
• Experience with engineering applications helpful.

Compensation Range:$82,272.00 – $109,696.00

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At STV, we are fully committed to expanding our culture of diversity and inclusion, one that will reflect the clients we serve and the communities we work in, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description we encourage you to apply anyways. You may be just the right candidate for this or other roles.

STV offers the following benefits • Health insurance, including an option with a Health Savings Account • Dental insurance • Vision insurance • Flexible Spending Accounts (Healthcare, Dependent Care and Transit and Parking where applicable) • Disability insurance • Life Insurance and Accidental Death & Dismemberment • 401(k) Plan • Retirement Counseling • Employee Assistance Program • Paid Time Off (16 days) • Paid Holidays (8 days) • Back-Up Dependent Care (up to 10 days per year) • Parental Leave (up to 80 hours) • Continuing Education Program • Professional Licensure and Society Memberships

STV is committed to paying all of its employees in a fair, equitable, and transparent manner. The listed pay range is STV’s good-faith salary estimate for this position. Please note that the final salary offered for this position may be outside of this published range based on many factors, including but not limited to geography, education, experience, and/or certifications.