IT Operations Analyst II at HAYS in Hollywood, Florida

Job Description:

Position: IT Operations Analyst II


Location: 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:

• 2 - 4 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 to 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.

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