IT Operations Specialist (85522)

Centurion is proud to be a leading provider of comprehensive healthcare services to correctional facilities, state hospitals, and community mental health centers nationwide.

We are currently seeking a full-time IT Operations Specialist to join our IT team in Sterling, VA.

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The IT Operations Specialist I is responsible for providing remote technical support to our end users. Support tickets will be handled by both phone and email. Responsibilities include but not limited to; troubleshooting and resolving computer, printer, software, and network related issues.

• Apply system analysis techniques to resolve technical problems with computer hardware, software, mobile devices

and telecommunication systems.

• Perform desktop support for corporate employees when necessary – including but not limited to new office setups, relocating cubicles and setting up executive meetings.
• Being comfortable with performing remote troubleshooting and installations when tickets escalated to our teams queue.
• Triage and resolve Tier 1 and 2 requests and develop an understanding of Tier escalation process.
• Effectively test fixes to ensure issues have been adequately resolved.
• Perform post-resolution follow-ups to ensure problem resolution.
• Fully document all pertinent end user identification including name, department, contact information, etc. as well as ensure that all resolution notes are entered appropriately.
• Configure, maintain, test, and document IT Operations specific applications and knowledge base as well as document and monitor incident and work requests per departmental procedures.
• Solve complex problems independently or collaboratively with IT colleagues.
• Answer, evaluate, and prioritize incoming requests for assistance.
• Fulfill routine communication requirements, including system documentation and status reporting.
• Utilize Ticketing system to document and manage client requests and issues.
• Provide training to end users as needed on any supported Microsoft technologies or contract specific applications.
• Ability to follow and adhere to simple and complex instructions, including SOP’s.
• Create and update procedural documentation.
• Review and evaluate new technology and make recommendations for use within IT, Corporate and the company as a whole.

Qualifications

• Bachelor’s degree in Information Technology or related field preferred
• Minimum 2 years of experience in a Helpdesk Corporate environment preferred
• 1-2 years of experience in a Desktop Support position, within a corporate environment is preferred
• Understanding of networking services such as DNS, DHCP, and ability to troubleshoot basic connectivity problems
• General knowledge of electronics, PC architecture and operating systems
• Demonstrated expertise in Remote Desktop Management, PC troubleshooting, configuration and maintenance and printer troubleshooting.
• Experience with current Windows operating systems
• Experience with administration of Active Directory, implementing and troubleshooting Group Policy, and AD topologies
• Experience with administration of Office 365 and Office product suite
• Working knowledge of a range of diagnostic utilities, including application error and system event logs review.
• Currently hold or be willing and able to obtain the following certifications within designated timeframe after onboarding:
  • ITIL Foundation
  • CompTIA A+
  • CompTIA Net+
  • CompTIA Security+
• Excellent communication skills both written and verbal
• Resourceful, and able to take initiative in a dynamic environment