Operations Engineer 1

Operations Engineer 1   SRQ Network Services   The IT Operations Engineer 1 provides advanced technical assistance and support to Jackson Hewitt employees. The Operations Engineer will answer questions and resolve computer and phone issues for users in person, via phone or email/ instant message, and may be asked to create technical documentation. The candidate must have demonstrated knowledge of Computer Hardware, peripherals, and mobile devices. This candidate must be able to plan his work independently and may need to help others plan their work. Technical assistance will include, but not limited to, hardware and software installation and support, network support, email, mobile, remote support and other day-to-day activities. This role requires excellent verbal, written, and interpersonal skills, as well as good analytical skills, sound judgment, and the ability to work effectively within a team environment.   Our lean organizational structure allows unparalleled opportunities to work on critical issues and create an impact with day-to-day technical operations. It will also enable the Operations Engineer to tackle and solve varied challenges, build a diverse skill set, and gain exposure to a variety of technology related functions.  What you’ll do here: Identify and resolve technical issues via desk-side, phone, email, teams, or other means. Track and document cases in ServiceNow ticketing system. Work with and troubleshoot conference room equipment, and other technologies. Effectively Identify, troubleshoot, and resolve cases according to established procedures. Work on escalated issues from Associate Engineers. Escalate unresolved issues in a timely fashion and own cases to resolution. Administer provisioning and de-provisioning of users according to business procedures and SLAs. Provide desktop, mobile device, network, VPN and application support. Scheduled system maintenance and upgrades. Other duties assigned. What skills and experience you’ll bring for success:  Associates degree in business or technical field, or equivalent education and experience. 3 years of experience providing technical support in a corporate environment. Ability to work outside of typical business hours (evenings and weekends) for scheduled system maintenance and upgrades. Possess configuration management and troubleshooting experience in the following areas: Windows 10/11 (must prove knowledge) Windows Server OS (must prove knowledge) VMware experience (Preferred) Microsoft 365 Suite Experience Microsoft Teams Experience Active Directory Experience (must prove knowledge) Exchange Mailbox management (must prove knowledge) SCCM knowledge (preferred) Understanding of mobile devices OS: IOS and Android Macbook Experience (preferred) VPN, Wireless, Cellular, LAN & WAN endpoint connectivity client support Citrix XenApp & XenDesktop client support (preferred) Dell Latitude Laptops & Optiplex desktop hardware Printers and copiers VOIP support and configuration (preferred) Experience writing technical documentation (preferred) Must have a base understanding of PowerShell A and MSCA certifications preferred Retail experience a plus What you’ll get if you join us:Competitive Salary BonusUnlimited Paid Time Off 12 Paid HolidaysFidelity 401k MatchMedical, Dental, Vision, EAP, Supplemental, Life, STD, LTD, HSA, FSA, CommuterWellness activities throughout the yearParental Leave, Elder Care Leave, Volunteer Time OffEducation Assistance (Reimbursement) ProgramEmployee Referral ProgramPet InsuranceCompany Celebrations, Appreciation Events, and Team BuildingBusiness Casual Dress with Jeans dailyFast-paced, innovative culture with an open and collaborative environmentAmple opportunity to develop core and new skillsets and have a stake in your own successFreedom to create your best work and make a visible impact on the organizationOpportunities for advancement within the organization

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