IT Operations Specialist / Helpdesk, GHC

Information Technology Remote, United States


The IT Operations Specialist coordinates, diagnoses, and troubleshoots internal employee issues with technology. They provide escalation-based support services to employees with complex technical problems and information technology issues involving desktop, laptop, or network services from local personnel or from employees working remotely. They provide timely resolution of problems or escalations on behalf of customers to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support. This person is responsible for supporting end-user technologies for Avalara users as well as providing onsite support for our offices.

The position supports all company standard systems, applications, and software; including, but not limited to;

  •       Microsoft Windows 10
  •       Apple OSX
  •       Okta
  •       Slack
  •       Jira and Confluence
  •       Microsoft Office 365
  •       Anti-virus software
  •       Software VPN
  •       Mac and Windows laptops and workstations
  •       RingCentral VOIP Software
  •       Printers, MFP and Fax devices
  •       Polycom and Zoom Video Conferencing technologies

Job Duties:

Receives requests and issue escalations through the IT ticketing system, via email, Slack, or phone for assistance on complex computer related problems including network, hardware, software, peripheral, and related equipment; determines severity of problems; troubleshoots, resolves, or refers to appropriate technical staff as appropriate, trains Tier 1 techs in resolving problems and creates knowledge articles for internal and customer self-service use.

Participates in the acquisition, installation, upgrade, and maintenance of workstations, laptops, software, and related systems; installs, moves/relocates, and configures software for new users; Install, configure, and patch various operating systems (Windows 10, OSX) for laptops/desktops; manage hardware and software asset lists

Ensures quality customer service to Avalara staff; designs processes to improve the support experience and levels of self-service, ensures proper and accurate feedback on technical problems; and coordinates communication between user and other IT staff / groups

Utilizes and maintains ticket tracking systems, software, and related systems to ensure efficient help desk and customer service operations, maintains forms, documentation, and logs; identifies trends and looks for efficiencies that can be built into processes and self-service offerings

Escalates advanced technical issues, identifies problems impacting Avalara end users, and works with system owners to resolve these issues

Ensures conformance with established IT and company policies and procedures; drives improvements in workflow, procedures, and processes; and provides on-call escalation support for advanced issues

Qualifications:

  •       2+ years of help desk / service desk experience
  •       Good customer service, communication, and people skills
  •       Troubleshooting skills for windows/Mac based platforms, smart phones, and A/V equipment
  •       Willingness to learn, develop, and contribute in a fun, fast-paced environment
  •       Self-starter that brings both interpersonal skills and creative problem-solving skills
  •       A+, Microsoft, or HDI certifications
  •       Demonstrated troubleshooting abilities for hardware / software issues on both Windows 10 and Mac OSX systems
  •       PowerShell scripting experience

Preferred Qualifications:

  •       VMware ESXi/Horizon experience
  •       System administration or engineering experience
  •       Jira and Confluence experience
  •       Office365 administrative experience
  •       Knowledge of domain management applications or MDM technologies
  •       Demonstrated knowledge of networking and hardware standards
  •       Solid understanding of security concepts, principles and practices
  •       Writing and Editing Skills to aid in writing and updating manuals
  •       Experience providing technical support at a fast-paced global company

Avalara is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law.