IT Operations Analyst (Microsoft/Active Directory)

Location: Tucson, AZ, United States; onsite and remote support duties with occasional travel to other sites below 10%

Salary: $25.00–$33.00 per hour

Company

hirify.global offers an employee position supporting IT operations, service management, and client computing environments.

What you will do

• Resolve and coordinate Service Management incidents and requests, providing Level 1 and Level 2 support against published SLAs.
• Record, update, escalate, and analyze tickets while managing the customer experience throughout the support process.
• Procure, install, configure, test, maintain, troubleshoot, and manage the lifecycle of client computing hardware and software.
• Administer enterprise IT systems and tools, including highly virtualized client computing environments, and recommend system reconfigurations.
• Support regional and global IT projects, service transition, access management, IT security, and compliance procedures including Sarbanes-Oxley requirements.
• Create knowledge documentation and user training materials, collaborate with specialist teams and third-party partners, and participate in the out-of-hours support rotation.

Requirements

• Extensive experience supporting current client computing operating systems and applications, including hardware such as laptops, desktops, mobile devices, and peripherals.
• Excellent technical knowledge of Microsoft Windows, Microsoft Office and related cloud services, Active Directory Services, systems management, and deployment.
• Working knowledge of current protocols, operating systems, and standards, plus technical knowledge of smartphones, tablets, and other mobile devices.
• Familiarity with ITIL Service Management and a proven record of delivering against SLAs and Service Management targets.
• Experience supporting project implementations; familiarity with IT procurement processes is preferred.
• College diploma or university degree in a related information technology field and/or a minimum of 5 years of equivalent work experience.
• Analytical and problem-solving ability, technical research skills, and the ability to understand technical manuals, procedures, and guides.
• Strong customer-service, written, verbal, interpersonal, presentation, organization, prioritization, and user-training skills.
• Ability to work collaboratively with multiple business support teams in a high-pressure environment.

Nice to have

• Certifications and professional qualifications.
• Familiarity with IT procurement processes.

Culture & Benefits

• Full-time day schedule with mandatory overtime or extended hours when business needs require it.
• Participation in an out-of-hours IT Operations support rotation.
• Medical coverage, 401(k), parental leave, fertility benefits, paid vacation, personal, sick, and holiday leave, plus additional benefits.
• Role involves extended sitting, computer and hand-tool use, and lifting or transporting moderate to heavy computer equipment.