IT Ops Support Specialist

IT Ops Support Specialist
WA, Seattle

Job Description

**Email all resumes in a word doc to: Rachel.Tapley@harveynashusa.com**


IT Support Operations Support Specialist 

Location: Seattle

Type: Contract (3 months to start / possibility to extend to 6 months)


The IT Operations Support Specialist is responsible for applying diagnostic techniques to identify problems, investigate causes, contact vendors, apply appropriate solutions, and to fully own incidents to completion. This is an internal troubleshooting opportunity however remote troubleshooting experience will be necessary.

Responsibilities:

  •  incident resolution with full ownership 
  • facilitate & process Service Requests 
  • communicate impacts and trends related to assigned business groups
  • maintain current knowledge of relevant technologies by participating in all stages of the lifecycle
  • manage individual capacity and balancing time between operations and initiatives, meeting expectations for ongoing resourcing processes
  • collaborate with Tier 3 teams in problem and major incident management activities specifically identification, research, and initial vendor contact
  • participate in testing new technologies for impact analysis and transition to support operations


Qualifications:

  • Bachelor’s degree OR equivalent experience required; emphasis in a technical or a related field preferred
  • Minimum of 1 year of related experience required; experience in a professional services environment and/or technical support role with strong remote support experience in an enterprise environment preferred
  • Knowledge of ITIL Foundation required; (ITIL Foundation certification preferred)
  • Strong troubleshooting, analytical and problem solving skills with proven ability to deliver results to remediate and resolve issues
  • Understand, interpret and meet or exceed expectations for KPIs, SLAs and other IT Service performance metrics for performance, self-development and growth
  • Proven ability to work effectively as a team member and as a self-motivated individual contributor delivering high quality work on time and with minimal supervision
  • Proven ability to embrace and adapt to technology and business environment continual changes in order to ensure customer experience and adoption
  • May require some overtime hours 

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