IT Operations Engineer

Support OS X and Windows users (e.g. OS and software installation and troubleshooting) Employees Onboarding / Offboarding Provision, manage, and repair of employee's laptops Provide account management and support for all IT supported public and private cloud technologies including OKTA, Office365, Zoom, Google Suite, Glip, Jira, and Confluence Conduct orientation and guidance to users on how to operate new software and computer equipment Develop roadmap with leadership team to review and update existing IT processes Improves operations by conducting systems analysis and recommending changes in policies and procedures. Provision and support of VOIP telephony and audio / video conference equipments Support wired and wireless networks Create documentation for frequently asked questions and procedurally upkeep Asset management Escalate tickets to L2/L3 appropriately Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs Escalate complex problem to appropriate support specialists Troubleshoot client software and basic network connectivity problems Identify, evaluate and prioritize customer problems and complaints May train users and operators on a limited basis and/or may write training procedures Participate in on-going training and departmental development Routine maintenance updates with other IT staff and business units Create all required documentation Support internal readiness for SOX, HIPAA and ITIL compliance within the IT infrastructure