Technology Ops Analyst

OVERVIEW: The Technology Operations Analyst provides support to Team Support and field operations team members. A critical component of the role is to maintain positive relationships with all team members, management, and third-party vendor personnel, and to create more effective ways of using and supporting technology systems (Hardware and Software). As an Operations Analyst, the team member is expected to consistently seek out ways to reduce reactive support demand through the operationalization of technology functions. The Analyst will perform daily maintenance tasks, respond to complex support requests, and provide proactive service with the goal of allowing the business to function without interference from technology outages, bugs, or delays.

KEY RESPONSIBILITIES:

• Provides customer service excellence for MarineMax team members to solve technical business service requests and issues; meeting established service level agreements for assigned work.
• Collaborate with Technology Operations Analysts and 3rd party support to resolve escalated service tickets.
• Dispatch 3rd Party service providers for handling on-site support tasks (with manager approval).
• Adheres to Technology team standard operating procedures, working within established end user support protocols to include procurement of hardware and tools, event setup, support, etc.
• Maintains quality service by establishing and enforcing organization standards.
• Assist in training of field team members in utilization of systems and tools.
• Assist in establishing best practices with all MarineMax technology team members.
• Continual education about MarineMax operations and computer systems in general.
• Work with the overall objectives established by the Technology Service Manager.
• Availability for flexible on-call rotation with occasional travel.
• Occasional heavy lifting may be required (computer, routers, switches, etc.)
• Other duties as assigned.

KEY RESULTS:

• Break/fix - median time to respond 1-hour, median time to resolve 10 hours.
• Aged tickets under 15%.

KEY SKILLS:

• Excellent verbal and written communication skills
• Self-motivated IT professional with 4 years in a technology service operations environment including experience with remote hardware and software support.
• Ability to provide excellent customer service, strong problem-solving skills and multi-task in a fast-paced work environment.
• Ability to elicit relevant technical details from end users to quickly diagnose, troubleshoot and resolve hardware and software both hands on and remotely.
• Familiarity with a variety of troubleshooting tools techniques and ticketing systems.
• Proficient with Windows 10, Chrome, Active Directory and Microsoft Office Suite (Office 365).
• Hands-on experience with desktop/laptop configurations and troubleshooting.
• Knowledge of VOIP a plus.
• CompTIA A+ certification or earned with 365 days of start.