Job description

Job Description Title: IT Operations Associate

On-Site – Indianapolis, IN - Contract Position

Summary & Responsibilities:

· Serving as the first point of contact for a retail organization’s store network issues seeking technical assistance over the phone, email, and portal and application process alerts for escalation

· Perform remote troubleshooting through diagnostic techniques and pertinent questions

· Determine the best solution based on the issue and details provided by our store employees or onsite technicians and at times walk them through the problem-solving process

· Escalate unresolved issues to the next level of support personnel or vendor as needed

· Record events and problems and their resolution in our tracking system

· Follow-up and update customer status and information then pass on any feedback or suggestions by our store employees to the appropriate internal team

· Identify and suggest possible improvements on procedures

Required Competences:

· Technical Support: Experience with the use of some components of commonly-used computer hardware, software, applications, etc. and a basic ability to diagnose customer problems and provide troubleshooting and issue resolution support

IT Systems & Hardware:

· Familiarity with the use of computers, infrastructure, and network devices and some knowledge of how to assemble, configure, install, maintain, and repair basic, commonly used hardware (e.g., routers/switches) and systems (e.g., Cisco and Cradlepoint)

· Familiarity with operational runbooks and application alerting which may be able to be resolved through documented action and/or escalation to the appropriate engineering team

· Networking Tools & Concepts: Ability to apply commonly-used networking tools/devices and network security techniques and tools (e.g., encryption technology, wireless support, cloud services, and proxy servers)

· Service Orientation: Actively look for ways to help people and viewing role as the “IT Customer Service Department”; owning an issue through completion or transfer to another support specialist; using effective communication and empathy to best help resolve issues

· Active Listening: Give full attention to what other people are saying, taking time to understand the points being made, asking appropriate questions to identify root cause through iterative questions, making sure to understand the severity of a problem to the enduser, and the impact to the business (e.g., network issue versus PC issue)

· Problem-Solving and Critical Thinking: Ability to work diligently and accurately and will possess a great problem-solving ability in order to fix issues and ensure functionality with the goal to deploy and maintain high quality networks and computer systems.

· Judgment and Decision-Making: Consider the relative costs and benefits of potential actions to choose the most appropriate one, using technical common sense to reduce overall impact of decisions on the customer Certifications:

· CompTIA A+ & CompTIA N+ Required

· Cisco Certified Technician (CCT) - Routing & Switching Preferred

Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Weekend availability

Work Location: In person

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