Tech-ops Support Specialist

Information Technology Fort Myers, Florida



The Tech-ops Support Specialist provides first-level response and technical support to sustain business-critical systems and applications.



Helpdesk Administration (30%)

  • Support the organization by responding to a variety of end user helpdesk requests
  • Manage the helpdesk ticket process by monitoring and reporting on helpdesk ticket status, escalating tickets as necessary, and ensuring resolution and progress are made on all requests in accordance with priority and impact


Moves, Adds, and Changes (10%)

  • Create accounts and coordinate technological hardware and software for employees based on needs of each position including security permissions, folder permissions, special access, mobile equipment, computer and printer equipment, phone equipment, and email addresses
  • Terminate accounts and access upon employee separation and collect all organizational IT property


IT Process Management (20%)

  • Track and manage all IT hardware and software inventory
  • Document, and keep updated, various IT processes to maintain consistency in service delivery
  • Review and verify all IT invoices for accuracy
  • Test and review software and hardware
  • Follow ITIL aligned processes including incident management, change management, request management, and problem management


Facility Security Administration (10%)

  • Manage the security control system of the building(s), grant access to appropriate individuals and coordinate each person’s access level to various areas of the facility


System Administration (30%)

  • Administer Windows servers, business applications, network devices, and cloud resources
  • Work with subject matter experts to resolve incidents and perform root cause analysis
  • Maintain and promote a security-first posture for all services delivered and interactions with end users
  • Participate in on-call rotations to ensure service levels are maintained for business-critical systems and applications
  • Serve as vendor contact





  • Build something that matters
  • Do what’s right; be honest and fair
  • Build strong relationships
  • Share in the company successes



  • Focused Communicator – Communication with others is mainly focused on work knowledge and duties
  • Accurate – Performs all duties with precision and skilled expertise to ensure high quality
  • Task Oriented – Proactively completes all tasks successively and correctly following known processes
  • Consistent – Patiently takes the time to do work steadily and with accuracy
  • Detailed Expert – Skillfully works within well-defined parameters with repeatable, successful results




  • Clear, effective communications skills – both written and verbal
  • Customer service focus and friendly assistance during desk side support
  • Aptitude for prioritizing and problem-solving
  • Preference for accuracy, attention to detail, and organization
  • Basic mathematical ability including addition, subtraction, multiplication, and division
  • Strong diagnostic and troubleshooting ability
  • Mastery of entire Microsoft Suite, Internet, email, and Windows PC environment
  • Associates degree or equivalent combination of education and experience; Bachelor degree preferred



  • Well-lighted, heated and/or air conditioned indoor office setting
  • Moderately noisy environment with light traffic, office equipment, and guest entrance
  • Must be capable of lifting up to 20 pounds
  • Must be able to do the following activities for most of the work day: stand, walk, use hands or fingers, handle or feel, reach with hands and arms, stoop, kneel, crouch or crawl, see, talk and hear.
  • Light to moderate local travel, with occasional travel in the US based on project-specific needs




  • Attitude
  • Initiative
  • Quality and Quantity of work
  • Customer and RTM partner satisfaction
  • Attendance
  • Safety


This job description in no way states or implies that these are the only activities to be performed by the associate occupying this position.  Associates will be required to follow any other job-related instructions and to perform any other job-related responsibilities requested by their supervisor.