Operations Technical Specialist (Weekends 12 am - 12 pm)

Position Summary
The IT Operations Technical Specialist is responsible for supporting, maintaining, and optimizing the organization's enterprise technology environment to ensure the reliable delivery of IT services. This position provides Tier 1 and Tier 2 technical support for end users while assisting with the administration, monitoring, maintenance, and troubleshooting of desktops, laptops, printers, audiovisual systems, servers, and network-connected devices.

The role also supports enterprise infrastructure through proactive monitoring, software deployment, operating system and server patching, endpoint management, and incident response. Working closely with internal IT teams, vendors, and business stakeholders, the IT Operations Technical Specialist helps maintain high system availability, exceptional customer service, and compliance with organizational technology standards.

This position is part of the core IT Operations team and participates in a rotating schedule that supports continuous business operations. The position schedule/work hours are Friday through Sunday, from 12:00 a.m. to 12:00 p.m.

Essential Duties & Responsibilities
End User Support

Provide Tier 1 and Tier 2 technical support for hardware, software, operating systems, printers, audiovisual equipment, mobile devices, and peripheral equipment.
Diagnose, troubleshoot, and resolve technical issues using established incident management procedures.
Escalate complex issues to appropriate internal IT teams while maintaining ownership through resolution.
Deliver exceptional customer service through timely, professional, and effective communication.
Install, configure, relocate, and maintain desktops, laptops, monitors, docking stations, printers, and other endpoint devices.

Systems Administration

Install, configure, maintain, and support Windows workstations and related hardware.
Assist with administration of Microsoft Windows Server environments.
Deploy operating system updates, software installations, security patches, and firmware updates.
Support Microsoft 365 services, including Outlook, Teams, OneDrive, and Office applications.
Assist with Active Directory / Microsoft Entra ID account administration, password management, group membership, and user provisioning/deprovisioning.
Support endpoint management platforms such as Microsoft Intune or equivalent solutions.
Perform printer administration, configuration, and troubleshooting.

Documentation & Process Improvement

Create and maintain accurate documentation for incidents, procedures, system configurations, and knowledge base articles.
Maintain hardware and software asset inventories.
Recommend process improvements to enhance operational efficiency and service delivery.
Participate in technology deployments, upgrades, office moves, and IT-related projects.

Collaboration

Work closely with Infrastructure, Network, Security, and Application Support teams to resolve technical issues.
Coordinate with third-party vendors for hardware repair, warranty support, and software maintenance.
Communicate technical information effectively to both technical and non-technical audiences.
Build positive working relationships across all levels of the organization.

Qualifications
Education

Associate degree in Computer Science, Information Technology, or related field; or
Completion of a technical certification program with equivalent professional experience.
Bachelor's degree preferred.

Experience

Minimum five (5) years of enterprise IT support experience, preferably within a large law firm or other professional services environment.

Experience supporting enterprise technologies including:

Microsoft Windows 10/11
Microsoft Windows Server
Microsoft 365
Active Directory / Microsoft Entra ID
VMware
Microsoft Office Suite
Printers and multifunction devices
Audio Visual (AV) technologies
VPN and remote access solutions
Endpoint management platforms (Intune or equivalent)
Enterprise monitoring tools such as ManageEngine, ThousandEyes, or similar

Preferred Certifications

CompTIA A+
CompTIA Network+
CompTIA Security+
Microsoft Certified Fundamentals or Associate Certifications
ITIL Foundation
VMware Certified Professional (preferred)
Required Knowledge, Skills & Abilities

Technical Skills

Strong troubleshooting and analytical skills
Enterprise desktop support

Windows administration

Microsoft 365 administration
Active Directory / Entra ID
VMware fundamentals
Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
Endpoint management
Patch management
Hardware diagnostics and repair
Basic cybersecurity awareness and best practices

Professional Skills

Excellent customer service skills
Strong verbal and written communication
Ability to prioritize multiple competing tasks
Strong organizational and time-management skills
Excellent problem-solving abilities
Ability to work independently with minimal supervision
Ability to collaborate effectively within a team environment
Ability to remain calm and effective during high-pressure situations

Physical Requirements

Ability to lift and move equipment weighing up to 50 pounds.
Ability to install equipment under desks, in wiring closets, and in data center environments.
Ability to sit, stand, bend, kneel, and walk for extended periods.
Ability to travel between office locations as required.