
HelpDesk Operations Manager
1 week ago
We strive to create a collaborative and inclusive work environment where employees can grow and thrive.
Our culture is built on the principles of respect, empathy, and open communication.
Job Responsibilities- Create and manage user accounts in Microsoft 365, Domain Controller, CounterPoint (ERP), website backend, and third-party applications.
- Deliver virtual support services, including system access, credentials, and documentation walkthroughs.
- Monitor and resolve IT helpdesk tickets and respond to ad-hoc support requests from team members.
- Provide remote technical assistance to departments.
- Troubleshoot and resolve software and hardware issues remotely.
- Execute planned and unplanned infrastructure downtime activities as required.
- Collaborate with departments to improve file organization, access control, and workflows.
- Implement and maintain permissions, site structures, and document retention policies.
- Continuously evaluate SharePoint usage to identify areas for optimization and improved efficiency.
- Regularly monitor website and mobile app performance.
- Flag and report bugs or opportunities for technical enhancements.
- Monitor AS2-based EDI transmissions to ensure success.
- Run command-line processes and restart services as needed.
- Retrieve and deliver security footage remotely when requested by authorized personnel.
- Generate, schedule, and distribute routine and ad-hoc reports using ERP and MS SQL Server.
- 2+ years of IT support experience (remote preferred).
- Hands-on experience with Microsoft 365, SharePoint Online, Windows OS, and basic networking.
- Familiarity with MS Excel, EDI (especially AS2), remote access tools, and SQL (MS SQL Server) for reporting.
- Experience administering and optimizing SharePoint environments.
- Familiarity with cloud-based data platforms like Azure, AWS or Snowflake (Optional).
- Strong problem-solving, communication, and documentation skills.
- Ability to work independently across different time zones.
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