System Operations Specialist I

JMARK is an IT managed services provider headquartered in Springfield, Missouri, with a second office in Tulsa, Oklahoma, and numerous full-time remote employees spread throughout the country.

The reason JMARK is a "best" place to work can be summed up in one word : culture. Nurturing a respectful, supportive, dynamic, spirited culture among the more than 125 individuals that make up JMARK is a point of passion for CEO Thomas Douglas.

It matters so much to him that every decision made regarding JMARK is run through the filter of how it will impact the culture at large as well as every employee on an individual level.

This dedication to creating a positive environment has been instilled in every leader at any level including the board of directors and passed down to every employee in the company.

From the first moment one walks in the door at JMARK, it is clear that this is a true family made up of teammates who care for one another, cheer each other on, and thrive on coming together to achieve greater things together than could ever be done alone.

In fact, this feeling of fellowship is so strong that it transcends the distances between teammates working from home or in different locations.

The words "People First" are in our slogan, and everything that happens at JMARK leads back to that phrase.

POSITION SUMMARY :

The System Operations Specialist I is responsible for the overall health, reliability, availability, and performance of the toolsets owned by the Proactive & Health Team.

The tools include collectively branded tools of the JADE (JMARK Advanced Defense Environment) stack, along with other tools that are essential to service delivery to our Clients (Tool Examples : ConnectWise Automate / Control / Manage / Sell, IT Glue, Auvik, and Scalepad).

The System Operations Specialist I functions as the primary or secondary admin for the tools owned by the Proactive & Health Team.

Tool ownership assigned per Proactive & Health Team and company policies)

The System Operations Specialist I owns a portion of a tool or owns the tool from top to bottom. You are responsible for creating innovations that drive efficiency or risk mitigation for both JMARK and our clients.

This position also streamlines efforts in each tool owned, design business workflows that facilitate a simplified use of the tool, produce training material, and continuously verify the security of the tool.

The System Operations Specialist I maintains standards-based best practices for all technologies set as primary or secondary admin with an emphasis on monitoring, appropriate alerting, data analysis, quality control of data, and improvement of the tool(s).

The System Operations Specialist I works closely with the Director of Proactive & Health, other team Directors, Service Managers, Accounting, JMARK Internal IT and executive management team members to provide quick and easy access to reports and data that are meaningful and complete.

The System Operations Specialist I will document daily technical processes and procedures in detail to provide consistency and quality across the technology, ensuring best-in-class service delivery to JMARK internal team members and our clients.

Documentation includes workflow diagrams that visualize the written processes, training videos and written procedures / processes in JMARK's documentation platform(s).

To be a successful System Operations Specialist I the person will need excellent interpersonal skills, analytical skills, and problem-solving ability.

Duties and Responsibilities :

• Ensure high levels of Customer Service & Support to our internal JMARK Clients, and the Service Teams according to JMARK's core values.
• Participate in Vendor Peer Groups for the assigned tool(s).
• Manage, maintain, troubleshoot, and support the assigned tool(s), and its underlying infrastructure.
• After-hours time will be required for outages and maintenance.
• On-Call time will be required for this position.
• Verify assigned tool(s), updates (hotfixes) and upgrades are always up to date and properly vetted before deployment.
• Conduct root cause analysis of production incidents and implement preventative measures.
• Identify, document, and troubleshoot all services, processes and procedures related to assigned tool(s).
• Maintain and optimize the health, efficiency, relevance, and integration of assigned tool(s) alerts to service team boards.
• Develop and maintain system documentation, standard operating procedures, and disaster recovery plans.
• Create, manage, and improve standards and processes for the onboarding of new clients as it relates to the assigned tool(s).
• Help to identify weaknesses in the assigned tool(s) and make recommendations on how to eliminate or overcome identified weaknesses.
• Identify areas of improvement in the internal processes, collaborate on the design of improvement processes and ensure its implementation.
• Analyze Data from assigned tool(s) to bring to Automation, Business Intelligence and Service Department on changes that can be made to improve effectiveness and efficiency.
• Collaborate with Automation team members, Business Intelligence team members, Technicians and other stakeholders to understand data requirements and deliver solutions.
• Implement data quality and validation processes to ensure accuracy and consistency.
• Follow and align with JMARK Change Management Processes.
• Other duties as assigned.

Skills and Qualifications :

It is impossible to list all of the skills and qualifications that an individual will need to efficiently perform in this position.

Listed are general skills and qualifications that individuals should have or should be striving to achieve in order to be qualified for this position.

Technical Skills :

• Basic server support / troubleshooting skills and understanding of Windows 2012, Windows Server 2016, Windows Server 2019, and Windows Server 2022.
• Basic understanding of how IPv4 and IPv6 technologies interoperate.
• Identify basic issues with internet connections and networks (including routers, switches, and firewalls)
• Intermediate knowledge with virtualized environments and storage technology
• Expertise in all company assigned tool(s)
• Intermediate knowledge in scripting languages :
• PowerShell
• VB Script
• Intermediate knowledge Security software such as Anti-virus, Anti-SPAM, Anti-Spyware, SIEM, Vulnerability Scanners and other security related technologies

Licenses & Registrations :

• Valid driver"s license
• Proof of automobile insurance
• Reliable and suitable transportation that can be used as required to perform duties, such as a car, SUV, pickup, or minivan.

Motorcycles are not acceptable.

Experience :

• 24 to 36 months' experience working in the same or similar type of position, or the ability to prove technical competence.
• Experience as part of a Microsoft Partner organization
• Experience working for a managed service organization

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