IT Operations Specialist Job at Pinnacle Computer Services in Evansville

Responsibilities

Technical Operations & Escalations

• Handle complex technical escalations for Managed IT and Co-Managed client environments


• Resolve client/customer-wide changes and impactful technical issues


• Create Standard Operating Procedures (SOPs) based on escalation resolutions and distribute to specialist teams


• Serve as technical lead for client onboarding and implementation processes

Managed IT Expertise

• Manage and optimize line-of-business applications, including standard creation and development


• Provide expertise across Managed IT client environments and configurations


• Handle networking infrastructure including switches and firewalls


• Support Managed IT project deployments as technical resource

Process Development & Documentation

• Create, review, and maintain comprehensive IT policies and Standard Operating Procedures


• Develop and deliver implementation-ready SOPs to Service Desk teams


• Review and optimize member metrics and operational efficiency


• Implement new tools and develop innovative solutions for clients

Microsoft 365 & Security Management

• Expert-level administration of Microsoft Intune, Entra ID, and SharePoint environments


• Manage Office 365 backup operations, documentation, and SOP development


• Coordinate backup operations with Service Desk specialists


• Ensure compliance and security best practices across client environments


• Provide implementation resources and guidance to specialists and frontline technicians


• Review and deliver technical training to Service Desk team members


• Support continuous improvement initiatives through process optimization


• Collaborate with Operations Team members to achieve shared objectives

Qualifications

Required Qualifications

• ConnectWise experience is mandatory - minimum 2+ years of hands-on experience


• 3+ years of experience in managed service provider (MSP) environment


• Advanced expertise with Microsoft 365 suite (Intune, Entra ID, SharePoint, Exchange Online)


• Strong background in Windows Server administration and Active Directory


• Experience with networking equipment configuration (switches, firewalls, routers)


• Proven track record in technical escalation handling and resolution

Technical Skills

• Expert-level knowledge of Microsoft Intune device management and configuration


• Advanced Entra ID (Azure AD) administration and security configuration


• SharePoint Online administration and workflow development


• Office 365 backup and recovery solutions


• Network infrastructure management and troubleshooting


• Line-of-business application integration and support


• PowerShell scripting and automation capabilities

Professional Skills

• Excellent written and verbal communication skills


• Strong analytical and problem-solving abilities


• Experience creating technical documentation and SOPs


• Ability to mentor and train technical team members


• Project management and coordination experience


• Client-facing communication and relationship management skills

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field


• Microsoft certifications (Azure, Microsoft 365, Windows Server)


• CompTIA Network+, Security+, or equivalent certifications


• ConnectWise Manage and Automate certifications


• Experience with backup and disaster recovery solutions


• Previous experience in technical leadership or mentoring roles

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting