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IT Operations Analyst
Silver Star Brands, is a leader in the multi-channel marketing industry and home of Miles Kimball, Walter Drake, Easy Comforts, As We Change, Personalized Things by Exposures, Native Remedies and our newest, Oakridge Home. We were named one of the top 200 in Internet Retailer’s Top 500 list for 2015.
Company culture is important to our team members whose values are modeled through H.E.A.R.T.-Honesty, Equality, Accountability, Respect, and Trust.
The IT Operations Analyst works with documented processes to provide systems support, as well as providing first level support to internal customers. They will complete scheduled, regularly occurring processes and tasks that are developed, documented, and repeatable. They will triage incoming printer, desktop and server issues, resolve them, and communicate with the end users, as well as IT team members, as appropriate. The position will also implement and adhere to change management and process management in the ITIL framework. They will also work with the IT Operations Engineer/s and Infrastructure group to elevate issues that are larger in scope.
Major Position Responsibilities and Accountabilities:
•Run and distribute various automated jobs per our daily, weekly, and monthly schedule on all systems and as requested by business users
•Create, maintain, and monitor job schedule.
•Check standard lists and job output for accuracy.
•Timely completion of Standard Services (new, terminated and changed user accounts)
•System and resource monitoring
•Corrects desktop related help desk calls and problem in a timely manner.
•Level 1 Desktop and phone support of IS internal customers, taking ownership of the communication to keep our customers informed and up to date.
•Logging of Service Desk tickets
•Provide general hardware and operating system software support for the organization.
•Installs and sets up new desktops, printers and other devices.
•Elevate changes to production environment as requested.
•Supports Silver Star Brands compliance efforts by assisting in gathering data and reports, tracking compliance tasks, assisting in remediation of compliance deficiencies and demonstrating proof of compliance for Auditors
•Other IT Operations duties as required.
Required education, skills, abilities, and experience:
•Ability to learn quickly and retain knowledge
•High degree of Accuracy
•Ability to work unsupervised.
•Flexible and work amidst interruptions
•Ability to work in a fast paced environment.
•Manage time well and meet deadlines.
•Ability to follow instructions.
•Strong documentation skills.
•Strong organizational skill.
•Strong communication skills that revolve around building and maintaining a strong customer relationship.
•Knowledge of PC hardware troubleshooting.
•Experience with Microsoft desktop tools
•Knowledge of Windows and Mac OS and tools
•Ability to resolve problems and think on their feet.
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