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Job Description

Insight Global is seeking an IT Operation Specialist for one of our clients who is a growing leader in education, operating schools and educational programs around the world that span the life cycle of a student from early learning to higher education. This role will be hybrid remote in Columbus, OH or Parma, OH – working 2 days onsite 3 days remote. This would be first shift, Monday through Friday. First shift for this role is 6am-2:30pm EST. This is a contract position with potential extensions based on performance.

As an IT Operations specialist you will be responsible for monitoring IT systems and infrastructure to ensure timely detection and resolution of incidents. You will manage alert systems, coordinate escalations, and facilitate effective communication between technical teams and stakeholders. Your expertise will help maintain system reliability and minimize downtime, ensuring business continuity. The ideal candidate will have a strong background in IT operations, excellent problem-solving skills, and the ability to communicate complex technical information clearly. You will work closely with cross-functional teams to implement best practices in incident management and improve operational workflows. This position requires a proactive approach to identifying potential issues and a commitment to continuous improvement in IT service delivery.

Additional Responsibilities Include:

- Analyze and prioritize alerts based on severity and impact.

- Initiate and manage escalation procedures according to established protocols.

- Maintain and update alerting and monitoring tools and documentation.

- Analyze incident trends and recommend improvements to reduce recurrence.

- Maintain documentation of incidents, alerts, and escalation actions.

- Continuously improve alerting and escalation processes.

- Communicate effectively with stakeholders regarding system status and incidents.

- Participate in post-incident reviews and report findings.

- Continuously evaluate and enhance communication protocols during incidents.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

- 2+ years of experience in IT operations

- Experience with Microsoft Suite (Excel, Word, Outlook)

- Strong communication skills – verbal and written

- Bachelor’s Degree required - Experience working in or supporting a school

- Experience working with Zendesk