IT Operations Analyst

Spectraforce Technologies
United States, South Carolina, Lexington
Mar 17, 2026
Job Title: IT Operations Analyst Location: Lexington, SC 29072 Duration: 12 months Assignment (potential for extension and temp to hire) Hours: 40hours/week, must be able to work 5x a week any day of the week. Shift: hours of 6:00am-10:30pm - 7 days a week (scheduled in those hours) Work Model: Fully Onsite Summary: The Client Technology Service Desk offers: A single point of contact for technical support and general queries (including password, hardware, software, e-Messaging, Mobile devices) to client Bank Group employees in Corporate, Retail, Wealth, Phone Channels, client Auto Finance, MBNA, client Insurance, client Securities, Real Estate Lending and Vendors. The business operates 7/24/365 in a team-oriented environment with over 100 front line support representatives across two locations. Working in collaboration with support teams, the business relies on Service Desk employee's vast expertise of technical and application related knowledge to deliver an excellent colleague service experience with focus on maintaining high first call resolution rates. Accountabilities: The primary accountability of this position is to provide first level technical support. Key responsibilities include: Respond to a variety of inbound colleague calls/emails. Ensure accurate and detailed problem documentation/ticketing. Provide timely escalation and follow-up with support groups and colleagues. Identify and escalate wide-impact or potential wide-impacting outages. Identify trends and opportunities for improvement as well as provide ongoing feedback. Build ongoing support proficiency for other skills and applications. Team members receive in-depth classroom training and shadowing and are measured using a performance scorecard approach which highlights productivity, colleague interaction, first contact resolution, support proficiency and ticketing quality. Qualifications / Skills / Experience: Exceptional customer service skills. Experience with ticketing systems is an asset. Excellent written and oral communication skills. Above average computing and navigational skills. A team player who collaborates effectively with peers and other teams. University Degree or a College degree/diploma is considered an asset. Good knowledge of Microsoft 0365 products (Word, Excel, OneNote and PowerPoint). Ability to work flexible schedules based on business forecast requirements (which are subject to change). We offer weekly rotations which can include day shifts, evening shifts, week-end shifts and overnight shifts. Shifts are published in advance and do require flexibility to ensure appropriate coverage. Shift Arrangement: Ability to work flexible schedules; based on business needs (which are subject to change), we typically offer weekly rotations including early evening shifts, day shifts and week-end shifts; we may require team members to cover overnight shifts as well; candidates with more shift flexibility and who meet our hiring criteria will be considered first. Technical/Troubleshooting ability: A technical support background or related education including experience with some or all of the following: Windows 10, IE11,Edge/Chrome/Firefox/Safari, VOIP, Active Directory, Citrix/Remote Access, Blackberry, BYOD, Azure, All Microsoft office products, MS Teams and Webex, SCCM, variety of telephony devices and a good understanding of networking and Wi-Fi support. Experience with iPad, Tablets, Smartphone and Android devices. Education: High school education required. 2 years of related experience. Associate's degree or Technical Certification preferred. Nice To Have. IT Helpdesk experience/Experience with Ticketing Technical degree and/or IT Certification preferred. General knowledge and understanding of PC hardware and components. Summary of day-to-day responsibilities: Tech Support Call Center role Must Have: Above average computing and navigational skills. Exceptional customer service skills in a client facing role such as a call center/tech support role - must have exp. with customer support. Team player who collaborates effectively with peers and other teams but can also work well independently. Good knowledge of Microsoft Office 365 (Word, Excel, OneNote and PowerPoint). Ability to type at least 30 words per minute. Looking to grow in IT - willing to learn and grow into the role. Call Center with Technical Support Background - troubleshooting experience. Knockout Questionnaire is completed and attached with submission (candidates are to bring preliminary questionnaire to interview). Access to a mobile device for multi factor authentication. Reminders: This is primarily an onsite role, 5 days per week. Contractors can be scheduled for any 5 days of the week, including weekends. This role will require flexibility to work either day, afternoon, or evening shifts. The earliest shift begins at 6am, and the latest afternoon shift ends at 10:30pm Schedules rotate on a weekly basis. Schedules will be provided 1 month in advance. Contractors will enter the rotation within 8-10 weeks of performing well in the role. Shift changes with your co-workers are permitted, but subject to manager approval. Note: Must Have Interview availability for onsite interviews, must have reliable transportation to get to the office (there are no bus routes in this area).