Technical Operations Specialist

$ 105,000 to $ 115,000 per annum

The Information Technology ( IT) Department of The New Jewish Home is seeking a full time Technical Operations Specialist to join our team.

JOB SUMMARY

Reporting to the Director of Information Technology or designee, the Technical Operations Specialist is a non-supervisory, hands-on technical position responsible for supporting the organization's endpoint computing environment.

The position installs, configures, images, maintains, patches, and troubleshoots desktops, laptops, tablets, and related endpoint devices. The Technical Operations Specialist also performs assigned Active Directory, Group Policy, endpoint management, inventory, and Windows support activities in accordance with established Information Technology policies, procedures, security requirements, and technical standards.

This position does not supervise employees, assign departmental staff, conduct performance evaluations, approve expenditures, establish departmental strategy, or independently manage vendors or departmental operations.

DUTIES AND RESPONSIBILITIES

• Configures, images, deploys, replaces, and supports desktops, laptops, tablets, and related endpoint equipment.

• Creates, maintains, tests, and deploys standardized endpoint images using approved imaging tools, including Dell ImageAssist.

• Uses approved endpoint-management platforms, including ManageEngine, to deploy software, apply configurations, monitor device status, and perform assigned remediation activities.

• Performs authorized Active Directory tasks, including maintaining user and computer objects, security-group memberships, and endpoint-related access settings.

• Provides technical support for Group Policy and Windows Server-related functions within the position's assigned access and responsibilities.

• Applies operating-system and third-party application patches according to established schedules, change-control requirements, and security procedures.

• Identifies unsuccessful deployments, missing patches, configuration issues, and endpoint vulnerabilities and escalates unresolved or higher-risk conditions to IT management or the appropriate technical team.

• Troubleshoots endpoint hardware, operating-system, application, printing, peripheral, and connectivity issues.

• Responds to assigned support tickets and documents troubleshooting activities, resolutions, equipment changes, and escalations in the designated service-management system.

• Maintains accurate endpoint inventory records, asset assignments, warranty information, equipment status, and stock levels.

• Prepares inventory information and supporting documentation for management review and organizational reporting.

• Assists with equipment purchasing activities by gathering specifications, confirming compatibility, preparing technical information, and tracking approved orders.

• Provides technical assistance during endpoint deployments, operating-system upgrades, security remediation efforts, and other assigned IT initiatives.

• Coordinates assigned technical activities with the Service Desk, Infrastructure, Applications, Security, and other IT teams.

• Communicates technical status, risks, service interruptions, and unresolved issues to the appropriate manager.

• Provides technical information to approved vendors when directed by IT management and reports vendor-related issues to management for resolution.

• Follows organizational requirements concerning cybersecurity, privacy, HIPAA, change control, documentation, and appropriate access to systems and information.

• Performs other non-supervisory technical duties consistent with the scope of the position.

SPECIALIZED SKILLS AND COMPETENCIES

• Working knowledge of Windows endpoints, desktop applications, peripherals, and device lifecycle support.

• Experience with endpoint imaging and deployment tools such as Dell ImageAssist.

• Experience using endpoint-management and software-deployment platforms such as ManageEngine.

• Working knowledge of Active Directory, security groups, computer objects, Group Policy, and Windows-based enterprise environments.

• Knowledge of operating-system patching, third-party application patching, vulnerability remediation, and endpoint security practices.

• Ability to diagnose and resolve technical problems using established procedures and escalation paths.

• Ability to maintain accurate technical, asset, and service-ticket documentation.

• Ability to carry out assigned technical work independently while operating within established priorities and management direction.

• Strong organizational, analytical, customer-support, and written and verbal communication skills.

• Ability to manage multiple assigned technical tasks without exercising supervisory authority over other employees.

JOB QUALIFICATIONS

• Bachelor's degree in information technology, computer science, or a related field preferred. Relevant technical education, certifications, and experience may be considered in lieu of a degree.

• Three to five years of hands-on experience supporting endpoint devices and Windows-based enterprise environments.

• Experience with endpoint imaging, software deployment, patching, Active Directory, asset tracking, and technical troubleshooting preferred.