IT Operations Analyst

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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📋 Description

• Serve as a primary internal support resource for NICE CXone, RingCentral, and related communications applications • Troubleshoot call connectivity, softphone, authentication, agent availability, and audio issues • Develop understanding of contact center queues, skills, agent assignments, and routing configurations • Perform routine agent setup, configuration changes, and access updates • Coordinate with telecommunications vendors on advanced troubleshooting and platform-level support • Own vendor escalations by gathering information, communicating business impact, tracking progress, and validating resolution • Maintain documentation for communications system issues, configurations, and administrative procedures • Provide technical support for employee issues involving Microsoft 365, Windows devices, business applications, authentication, connectivity, and workplace technology • Manage support tickets through resolution with accurate documentation and timely communication • Investigate technical issues using documentation, system tools, and vendor resources • Escalate incidents to appropriate technical resources • Communicate issue status, troubleshooting progress, and next steps to employees • Coordinate with Systems Administrators and external support providers • Support employee onboarding, offboarding, and application access requests requiring manual intervention • Identify recurring support requests, technical problems, training gaps, and automation opportunities • Create and maintain technical procedures, troubleshooting guides, and employee-facing knowledge articles • Document recurring issues, troubleshooting steps, root causes, and resolutions • Review and update documentation as systems, configurations, or procedures change • Identify undocumented processes and improve IT knowledge resources • Analyze support ticket trends and recurring incidents • Investigate repeated technical problems and workflow complexity • Recommend improvements to support processes, self-service, and technology usage • Partner with Systems Administrators to test and implement approved improvements • Measure improvement effectiveness through ticket trends, incident volumes, and user feedback

🎯 Requirements

• 3+ years of experience in IT support, technical operations, systems support, or a related position • Experience supporting or troubleshooting cloud-based phone systems, unified communications platforms, or contact center technologies • Working knowledge of Microsoft 365, Windows operating systems, and common business applications • Experience troubleshooting authentication, application access, connectivity, and end-user technical issues • Experience working with technical vendors and coordinating escalated support cases • Strong analytical and troubleshooting skills, including the ability to investigate unfamiliar problems independently • Strong written and verbal communication skills, with the ability to explain technical issues clearly to nontechnical employees • Ability to create and maintain accurate technical documentation and user instructions • Strong organizational skills and the ability to manage multiple priorities • Demonstrated initiative in identifying problems, asking questions, and following issues through resolution • Ability to recognize when additional assistance is needed and escalate appropriately • Preferred: Experience with NICE CXone, RingCentral, or comparable cloud communications platforms • Preferred: Experience administering routine configurations within a cloud phone or contact center platform • Preferred: Familiarity with Microsoft Entra ID, Intune, and identity and access management • Preferred: Experience supporting Salesforce or other enterprise CRM applications • Preferred: Experience with IT service management platforms such as Desk365, ServiceNow, or Jira Service Management • Preferred: Experience developing knowledge bases, standard operating procedures, or process documentation • Preferred: Exposure to workflow automation, employee self-service solutions, or process improvement initiatives • Preferred: Familiarity with incident management, change management, and IT service management best practices • Preferred: Experience supporting multi-location organizations or contact center environments

🏖️ Benefits

• On-the-job training • Professional development opportunities • Opportunities for advancement • Benefit offerings

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