IT Operations Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an IT Operations Specialist based in the United States.

This is an exciting opportunity for a technology professional to play a vital role in supporting enterprise IT operations and ensuring a seamless user experience across a diverse technical environment. In this position, you will serve as a key point of contact for incident management, operational monitoring, and technical support, helping maintain critical systems and services that enable business success. The role combines hands-on troubleshooting, process improvement, and customer-focused service delivery within a fast-paced environment. You will collaborate with multiple teams, contribute to operational excellence initiatives, and help drive service reliability through proactive monitoring and analysis. Ideal candidates are adaptable problem-solvers who thrive under pressure and enjoy working at the intersection of technology, operations, and customer support.

• Provide Level 1 support for IT incidents, service requests, and technical inquiries through multiple communication channels.
• Troubleshoot and resolve issues related to software applications, hardware devices, network connectivity, and end-user technologies.
• Monitor and manage incident tickets to ensure timely resolution, proper escalation, and adherence to service level agreements.
• Analyze incident trends and recurring issues, documenting findings and supporting root cause investigations.
• Execute operational monitoring activities to identify system malfunctions, performance issues, or service disruptions.
• Develop and distribute technical communications and service updates to end users and stakeholders when necessary.
• Coordinate with internal support teams, remote operations centers, and third-party vendors to resolve incidents and perform maintenance activities.
• Create, maintain, and improve technical documentation, knowledge base articles, and operational procedures.
• Participate in business continuity planning, testing activities, and cross-training initiatives to strengthen operational resilience.
• Support continuous improvement efforts by identifying automation opportunities and process enhancements.
• Assist with special projects and additional operational responsibilities as assigned.

Requirements:

• Experience working in IT operations, service desk, technical support, or related technology support environments.
• Strong understanding of computer systems, networking concepts, hardware, software, and enterprise technology infrastructures.
• Advanced proficiency with Microsoft Office applications, including Excel, Word, and PowerPoint.
• Ability to quickly learn new technologies, tools, and business processes.
• Experience troubleshooting technical issues and managing service desk requests in a structured support environment.
• Familiarity with IT service management processes, ticketing systems, and standard operating procedures.
• Working knowledge of VoIP environments and phone provisioning processes is preferred.
• Strong analytical and problem-solving skills with the ability to identify trends and recommend improvements.
• Experience creating documentation, technical communications, and user support materials.
• Excellent organizational skills with the ability to prioritize tasks and manage competing demands effectively.
• Strong customer service orientation with a commitment to delivering high-quality support.
• Exceptional attention to detail and accuracy.
• Excellent written and verbal communication skills in English.
• Ability to remain calm, professional, and effective in high-pressure situations.
• Strong interpersonal skills and the ability to collaborate across departments and organizational levels.
• Must be authorized to work in the United States without current or future visa sponsorship requirements.

Benefits:

• Competitive hourly compensation ($22.84–$28.89 per hour)
• Comprehensive medical insurance coverage
• Retirement savings plan with employer-supported benefits
• Generous paid time off, including vacation and sick leave
• Wellness days and volunteer time off programs
• Mental health support resources, including therapy sessions and coaching services
• Access to meditation and wellbeing tools
• Career growth and professional development opportunities
• Collaborative and inclusive work environment
• Employee-focused culture that prioritizes physical, emotional, and financial wellbeing
• Opportunity to work with diverse technologies and business functions