IT Ops Analyst

• Provide onsite support to Client employees and contractors for technical issues involving (but not limited to); applications and software as well as Client provided devices and hardware.
• Follow ITIL guidelines and processes while conducting integral troubleshooting to ensure delivery of established standards and Service Level Agreements (SLAs) while minimizing or eliminating operational risks.
• Ensure a high level of service delivery in accordance with Client Framework and policies.
• Maintain a presentable and professional appearance and work environment.
• Interact with clients to provide quality service and solutions consistent with Breakroom mandates and client requirements.
• As a subject matter expert, instruct clients on the usage of work-related devices and applications.
• Educate end users on hardware, software, and access request processes.
• Monitor and maintain sufficient stock levels of IT equipment and accessories. Ensure inventory deficiencies are promptly replenished or noted for replacement.
• Accurately track and update returned and deployed assets, notify Managers of any discrepancies
• Perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction.
• Ensure timely notification and escalation of systematic issues/problems. Provide recommendations and work with 3rd line support for prompt resolution.
• Deliver effective and defect-free support of applications, hardware, operating systems, and their components.
• Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area.
• Participate in projects aimed at evolving the base infrastructure, deploying new technologies, or optimizing the operational environment.
• Deploy base infrastructure components such as operating systems and middleware for all environments.
• Respond to requests for information and assist project teams in evaluating alternate approaches.
• May monitor the performance of the environment by using meaningful metrics.
• Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization.
• Assist in the maintenance of secure computing facilities and technical infrastructure/architecture to support clients and applications as appropriate.
• Adhere to existing processes/standards, business technology architecture, risk, and production capacity guidelines; plan, monitor and escalate issues as required.
• Comply with well-defined enterprise technology delivery practices and standards and project management disciplines.
• Continuously enhance knowledge/expertise in Client services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development/delivery.
• Keep current with industry and/or business trends.
• May perform testing according to test plans, monitor and report on results, and work with others on problem resolution.
• Work effectively as a team, supporting other members of the team in resolving critical service issues.
• Participate in and foster a collaborative working environment with colleagues and team members to enhance service delivery to the business and stakeholders.
• Practice effective time-management to prioritize and manage own workload in order to deliver quality results and meet timelines.
• Participate in knowledge transfer within the team and business units to further enhance overall knowledge base and skillsets.
• Promote an atmosphere of innovation and enthusiasm by identifying and recommending opportunities to enhance productivity, effectiveness, and operational capability of the team.
• Work with People Manager(s) and Team leads to develop and uphold individual and team objectives which contribute to personal and organizational success.
• Complete assigned training and courses before deadlines
• Attain certifications required to perform maintenance and repair.
• Handle and dispose of E-waste in accordance with Breakroom procedures and environmental policies

Required:

• 2-3 years relevant experience
• Experience troubleshooting systems
• Proficient with Windows, iOS, and Android
• Familiar with a range of software and hardware
• Ability to troubleshoot, diagnose hardware issues and perform repairs on various types of laptops and desktops.

Education:

• Undergraduate degree or technical certificate

Certification:

• CompTIA A+ certification is preferred.

GalaxE is a professional IT services firm that specializes in platform-driven solutions and the use of automation to achieve enterprise business transformation and mission-critical change for some of the largest companies in the world. Using our proprietary solution set, GxFource , we apply machine learning techniques and predictive analytics tools as part of a broad artificial intelligence strategy that provides effective impact and data-driven business transformation.

Since its founding, GalaxE has been dedicated to advancing the benefits of technology. As we continue that legacy and look to the future, a focus on business enablement through agile, cost-efficient, and effective integration of people, process, and technology anchors our success. We revolutionize change in the costs of doing business that transform companies and their ability to leap beyond the competition.

At GalaxE we value people and are committed to diversity and inclusion where our employees are made to feel comfortable and are encouraged to be authentic. We focus on cultivating both traditional IT and non-traditional, new collar, workers through our Outsource to America , program.

We are always looking for passionate, entrepreneurial-minded innovators and disrupters; game-changers that take ownership of the work they produce and bring it each and every day. Working with like-minded team members you will get a chance to discover, develop, and use cutting-edge technologies to transform the way we deliver creative business solutions.

Sound like you? Join us and find out for yourself what it means for you, and your career, to be part of the GalaxE team. Let s build something, together. #WeAreGalaxE

Equal Opportunity Employer/Veterans/Disabled

Physical Requirements:

• Prolonged periods of remaining stationary at a desk and working on a computer
• Must be able to lift to 15 lbs., as needed
• Must be able to work on-site (corporate/client offices), as needed (not applicable for 100% remote roles)
• Occasionally required to bend, kneel, crouch, and reach overhead.
• Hand-eye coordination necessary to operate computers and various pieces of office equipment.
• Specific vision abilities required include close vision, the ability to tolerate fluorescent lighting, and the ability to adjust focus.

Employees must be able to perform the physical requirements of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees requiring accommodations to perform the essential functions of their jobs, absent undue hardship.

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