<p>The Ideal Candidate</p> <p>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.</p> <p>How You Will Make an Impact</p> <ul> <li>Provide advanced support for TOC functions, resolving issues or escalating as needed. </li><li>Monitor system processing, ticketing queues, and alerting dashboards in real-time. </li><li>Utilize ITSM tools to log, triage, and resolve incidents according to SLAs. </li><li>Administer TOC-owned applications and participate in after-hours on-call support. </li><li>Contribute to documentation, process improvements, and playbook assembly. </li><li>Triage and prioritize issues, gathering data and applying logical methods for resolution. </li><li>Train new team members and assist in team development. </li><li>Perform other duties as assigned. </li></ul> <p>Experience and Skills You'll Need to Have</p> <ul> <li>Bachelor's degree in Computer Science, Information Systems, or related field, or equivalent experience. </li><li>2+ years of experience in an IT environment with strong troubleshooting skills. </li><li>Flexible to work various shifts, including nights, weekends, and holidays. </li><li>Availability for on-call support outside regular hours. </li><li>Ability to work independently during extended shifts and support both remote and on-site operations. </li></ul> <p>Preferred Qualifications:</p> <ul> <li>Previous IT support experience. </li><li>Experience with ticketing systems, AD account management, and report distribution application. </li><li>Experience with an enterprise processing scheduler. </li><li>Experience in PowerShell scripting. </li><li>Knowledge of IT automation for process optimization. </li><li>Experience in IT application administration. </li><li>Familiarity with Smartsheet or other work management tools. </li></ul> <p>Functional/Technical Competencies:</p> <ul> <li>Expertise in ITSM tools for managing service requests and incidents. </li><li>Strong documentation skills, including creating playbooks and training materials. </li><li>Proficiency in Microsoft Office Suite for reporting and documentation. </li></ul> <p>Behavioral Competencies:</p> <ul> <li>Strong problem-solving, critical thinking, and analytical abilities. </li><li>Proactive, adaptable, and detail-oriented with a systematic approach to issues. </li><li>Excellent organizational, communication, and collaboration skills. </li><li>Initiative to learn new skills and take ownership of tasks. </li></ul>