Overview and summary:
we are automotive business scientists. We empower our clients to turn overwhelming industry data into discovery, action and measured success. We are unique market leaders because we find and examine possibilities through the clarity of a scientific lens. To solve the toughest client challenges, we need curious, creative and dedicated people to join our team.
overview
the it operations associate will provide guided support for regional hosting needs in it systems or environments. This position also supports internal end users with desktop, laptop, and mobile device hardware/software needs.
essential duties and responsibilities:
- ensure necessary and required information is provided with hosting requests and follow up to obtain missing information in a timely manner.
- ensure proper documentation is established and maintained for ito owned policies and procedures.
- assist in providing technical support to troubleshoot problems that may arise during deployments and/or in the hosting environment, including but not limited to, operating systems, database, web server and ftp issues.
- assist team in responding to critical incidents (sev 1 and urgent sev 2); complete appropriate incident management documentation.
- assist in documenting software license and asset information, ensuring list is up to date and proper procedures are followed.
- actively monitor the ticketing system, assign end-user requests and respond in a timely manner.
- action assigned tickets in a timely manner. Communicate expectations to resolution and update the ticket appropriately.
- collaborate with team members by sharing knowledge, providing support and technical expertise to help resolve problems/issues.
- assist in identifying hardware and software requirements for new hires, complete the set up and configuration of equipment.
- install software, files, databases, updates and service packs, ensuring the appropriate approvals process is followed.
- proactively communicates with upper management to provide updates and report issues in a timely manner.
- participate in ad-hoc it operations related projects or assignments, as needed.
qualifications - education and experience:
to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- documentation: ability to create detailed documentation in a standardized format and follow detailed documentation instructions.
- technical knowledge: basic knowledge of various technologies required for the specific role (i.e., windows server, active directory, microsoft exchange, office 365, windows os, hardware troubleshooting, and basic networking).
- time management: ability to prioritize competing demands and manage multiple concurrent tasks.
- verbal communication: ability to compose and verbally deliver information of varying levels, using appropriate grammar, tone, inflection and non-verbal cues, while also listening to and correctly deciphering verbal communication delivered by others.
- written communication: ability and capacity to communicate ideas, facts and data in writing using appropriate grammar, syntax and sentence structure.
- analytical thinking: ability to understand a situation by breaking it apart into smaller pieces, and/or tracing the implications of a situation in a step-by-step causal way.
- results oriented: ability to strive for optimal results by taking responsibility for timeliness, commitment to task and adherence to performance standards.
- ethics & integrity: ability to behave in a trustworthy & transparent manner.
- teamwork & cooperation: ability to work cooperatively with others and be part of a team.
- self-control: ability to keep emotions under control and to restrain from negative actions or behaviors.
- information seeking: ability to gain a deeper understanding of work related issues or events by making a concerted effort to gather information and seek out development opportunities.
- initiative: ability to go above and beyond in order to improve or enhance job results.
- quality control: ability to monitor and check work related information and deliverables ensuring high quality and accuracy.
- customer service: ability to understand and help/assist both internal and external customers and meet their needs.
- flexibility/adaptability: ability to adapt to and work effectively within a variety of situations, individuals or groups, as well as understand and appreciate different and opposing perspectives.
- organizational commitment: ability and willingness to align his/her own behavior with the needs, priorities and goals of the organization.
education and experience
- must have a baccalaureate degree in a technical field (computer science, computer engineering, information techn