Technology Operations Analyst I - Hybrid

The Ideal Candidate

The Technology Operations Analyst I is responsible for analyzing, resolving, and escalating a wide range of IT-related issues, from simple to complex. This role includes administering TOC-owned applications, supporting after-hours on-call rotations, and prioritizing incidents effectively. Additionally, the Analyst contributes to process improvements and maintains comprehensive documentation to ensure smooth and efficient operations that align with business initiatives.

How You Will Make an Impact

• Provide advanced support for TOC functions, resolving issues or escalating as needed.
• Monitor system processing, ticketing queues, and alerting dashboards in real-time.
• Utilize ITSM tools to log, triage, and resolve incidents according to SLAs.
• Administer TOC-owned applications and participate in after-hours on-call support.
• Contribute to documentation, process improvements, and playbook assembly.
• Triage and prioritize issues, gathering data and applying logical methods for resolution.
• Train new team members and assist in team development.
• Perform other duties as assigned.

Experience and Skills You'll Need to Have

• Bachelor's degree in Computer Science, Information Systems, or related field, or equivalent experience.
• 2+ years of experience in an IT environment with strong troubleshooting skills.
• Flexible to work various shifts, including nights, weekends, and holidays.
• Availability for on-call support outside regular hours.
• Ability to work independently during extended shifts and support both remote and on-site operations.

Preferred Qualifications:

• Previous IT support experience.
• Experience with ticketing systems, AD account management, and report distribution application.
• Experience with an enterprise processing scheduler.
• Experience in PowerShell scripting.
• Knowledge of IT automation for process optimization.
• Experience in IT application administration.
• Familiarity with Smartsheet or other work management tools.

Functional/Technical Competencies:

• Expertise in ITSM tools for managing service requests and incidents.
• Strong documentation skills, including creating playbooks and training materials.
• Proficiency in Microsoft Office Suite for reporting and documentation.

Behavioral Competencies:

• Strong problem-solving, critical thinking, and analytical abilities.
• Proactive, adaptable, and detail-oriented with a systematic approach to issues.
• Excellent organizational, communication, and collaboration skills.
• Initiative to learn new skills and take ownership of tasks.