IT Operations Specialist

Position Summary

The IT Operations Specialist reports to the Infrastructure Manager and maintains and oversees the IT operations of the contact center. The role includes collaborating with the Systems Administrator to research, implement, and improve IT operations and infrastructure, aligning with business objectives. The Specialist will occasionally triage 1st and 2nd level system, network, workstation, and peripheral support for employee and client users, requiring strong technical knowledge, communication skills, and attention to detail.

Essential Functions

• Monitor and maintain the IT systems and infrastructure of the contact center, including:
  • Microsoft AD/Entra, DC, DNS, DHCP, WDS, MDT, etc.
  • Non‑Enterprise servers & services (Ticketing system, Physical Access Control (PACS))
  • SIEMs and log management (NAGIOS, CACTI, SolarWinds, Graylog, etc.)
  • Network devices up to Layer 2
• Perform routine maintenance and updates (applying patches, installing software, configuring settings).
• Assist the Systems Administrator in troubleshooting and resolving system issues (outages, errors, failures).
• Ensure compliance with security and quality standards (encryption, backup, antivirus).
• Support deployment of new systems, performance optimization, and security policy implementation.
• Maintain a high level of system reliability and availability.
• Provide general training on major operating systems and applications.
• Perform advanced administrative functions on internal systems, including Microsoft AD/Entra, Office 365 Suite, and Genesys.
• Collaborate with the infrastructure team to identify and document systemic issues and suggest improvements.
• Document all work in standard ticketing systems and adhere to company and IT policies.
• Participate in rotating after‑hours/on‑call duty as required.
• Occasionally supplement End‑User Support based on operational needs.
• Perform other duties and projects as assigned by management.

Required Education and Experience

• Associate degree or higher in IT, computer science, or related field.
• 3–5 years of experience in IT operations or system administration.
• Exceptional triage, troubleshooting, and problem‑isolation skills.
• Excellent written and verbal communication skills.
• Advanced knowledge of IT systems and infrastructure (e.g., MDT, DNS, DHCP, DC, AD).
• Experience with help‑desk ticketing systems.
• Ability to communicate effectively with clients, employees, vendors, and IT staff.
• Excellent decision‑making and prioritization skills.
• One year of experience supporting ResortCom end‑users (internal candidates).
• Applicable technology certifications (Microsoft, Google, Linux/Redhat, ITIL v3, CompTIA Network+, Security+, Server+).

Preferred Education and Experience

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Experience with telco, PBX, or VoIP solutions, preferably in a call‑center environment.
• Bilingual in English and Spanish.

Work Environment

The position is conducted in an office environment with moderate noise levels. It requires standing, walking, sitting, handling equipment, and lifting up to 30 pounds. Visual demands include close, distance, color, peripheral, and depth vision. Computer use for data entry and other administrative tasks is required for extended periods.

Travel

Travel to the corporate office in Las Vegas, NV, USA may be required 2–4 times per year, depending on company needs.