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Shopko Optical · 1 month ago

IT Operations Specialist

Mt. Clemens Office, Mount Clemens, MI, US

Full-time

Onsite

Mid Level

3+ years exp

Shopko Optical is seeking an IT Operations Specialist to address technology-related issues for internal customers. The role involves installing, supporting, and maintaining PCs, peripherals, and applications for all end users in corporate offices and stores.

EyewearHealth Care

Responsibilities

Provide technical support for hardware or software to internal and external customers

Learn and teach all hardware operations and software packages

Solve problems directly or forward on to a teammate who can resolve. Opportunities include password resets, new hire setup, register errors, hardware issues, simple software or operating system issues, and scanner errors

Utilize help desk software that provides the means to document issues with all information pertinent to resolution and why the incident was closed. Track the problem until it is resolved

Follow defined processes for setting up new systems

Provide leadership with information regarding support activities

Follow up with internal and external customers to ensure issue resolution as assigned by leadership (quality surveys, etc.)

Be the customer advocate and strive to ensure customers have the best possible experience using our technology, tools, and support services

Maintain a clear understanding of Fielmann USA goals and practice proper policies and procedures

Perform additional tasks as assigned by manager and/or senior leadership

Qualification

Windows 11 administrationHelp desk experienceHelp desk support systemsA+ CertificationN+ CertificationMicrosoft SCCM ServerProject managementCustomer service skillsAnalytical skillsMicrosoft Office SuiteInterpersonal skillsWritten communicationVerbal communication

Required

Bachelor's degree in computer science, information technology, business administration or related field. An alternative degree with equivalent education, experience, and training may be considered

3+ years demonstrated help desk experience

Strong working knowledge of Windows 11 desktop administration, maintenance, and troubleshooting

Experience with help desk support systems, Microsoft SCCM Server, and project management

Knowledge of internet browsers, proxies, and anti-virus/malware products

A+ and N+ Certifications as well as additional MCP Certifications are highly desirable

Experience with desktop firewall and client VPN software is a plus

Excellent phone manners and customer service skills

Strong interpersonal relationship skills

Ability to maintain strict confidentiality

Ability to work independently for extended periods of time

Strong written and verbal communication skills

Strong analytical and problem-solving skills

Able to prioritize work and manage multiple activities simultaneously

Proficiency in Microsoft Office Suite of programs

Able to participate in on-call rotation for system issues and questions that occur outside of normal business hours

Ability to effectively communicate at all levels within the organization through written and two-way verbal communication

Able to sit or stand for extended periods of time

Able to operate various office equipment (e.g., personal computer, telephone, fax machine, copier, etc.)

Able to read and write at a high school graduate level

Able to lift 10 to 20 pounds

Able to view/read computer screen for extended periods of time

Able to work normal and/or extended (evenings, nights, and weekends) office hours to meet established deadlines

Able to travel independently to support Company objectives and personal development

Company

Shopko Optical

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Shopko Optical began operations in 1978 providing patient-centric eye care and high-quality eyewear for over 40 years. It is a sub-organization of Monarch Alternative Capital.

Founded in 1978

Green Bay, Wisconsin, USA

501-1000 employees