IT Operations Analyst III

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•   Job type
Permanent
•   Location
Hollywood, FL
•   Profession
Infrastructure
•   Industry
Government & Public Services
•   Pay
$65k-$70k
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IT Operations Analyst III in Hollywood, FL

IT Operations Analyst III
Hollywood, FL

Job Summary:
We are seeking a detail-oriented and self-motivated IT Operations Analyst to join our team. The ideal candidate will possess excellent verbal and written communication skills, strong problem-solving abilities, and the capability to work independently with minimal supervision. This role involves monitoring systems, responding to alerts, and providing Level I/II support to ensure the smooth operation of our IT infrastructure.

Key Responsibilities:
•  Monitor systems and respond to system alerts.
•  Answer calls received at the Service Desk and address emails in the operational mailbox.
•  Install software on computers and troubleshoot application and network issues in a multi-domain Active Directory environment across a global WAN.
•  Create system and application accounts.
•  Communicate system outages and updates via email, update ticket notes, and escalate cases according to established guidelines.
•  Provide Level I/II support by answering phone calls coming into the IT Operations Center.
•  Log calls into the ServiceNow IT Service Management ticketing system.
•  Communicate status of requests to customers as needed.
•  Log and dispatch incidents and support requests.
•  Monitor and process tickets from the ticketing system and email queue.
•  Create and maintain Active Directory and other application accounts.
•  Maintain the departmental knowledge base and contribute to current documents.
•  Escalate incidents to senior technicians and management as required.
•  Open requests for service with third-party service providers.
•  Communicate major incidents to impacted parties and send outage alerts. Top Skills / Requirements:
•  5 - 8 years of Help Desk experience in an enterprise environment.
•  Strong Tier 1 and Tier 2 support and troubleshooting experience.
•  Experience supporting Windows OS (Windows 7 and Windows 10) and Office suite (Office 2016 and Office 365).
•  Strong experience troubleshooting Active Directory.
•  Experience working with enterprise-class ticketing systems (ServiceNow).
•  Networking competencies, specifically with Patch Panel Cisco Router.
•  Prior end user/customer-facing experience (internal stakeholders).
•  Bachelor's degree preferred and/or relevant certifications.
•  Excellent communication and interpersonal skills.
•  Ability to travel throughout Florida to other reservations and worksites as needed (must have an active driver's license).
•  Availability for 24-hour on-call rotation every 3-4 weeks.