Archived listing. The details below describe a past opening.
Resumes can be directly sent to Sandy at Sanc811@kellyservices.com
IT Operations Analyst I
Columbia, SC (Onsite) | Kelly Services for Banking Client | Contract
Looking for a way to launch or grow your IT career with a globally recognized financial institution? You’ll provide technical support across Microsoft 365, Windows environments, Active Directory, mobile devices, remote access technologies, and enterprise applications while helping thousands of internal employees resolve day-to-day technical issues. This is more than a typical help desk position. Providing approximately 8 months of classroom instruction, shadowing, and hands-on development to help you build a strong IT foundation. If you’re someone with customer service experience, technical troubleshooting skills, and a genuine desire to grow into a long-term technology career, this opportunity offers exceptional exposure to enterprise-level systems, career advancement potential, and the chance to work alongside a highly collaborative support team operating in a fast-paced environment.
Contract Duration: 12 Months (Extension & Conversion Possible)
Required Skills & Experience
- Exceptional customer service experience in a call center, help desk, technical support, or client-facing environment
- Strong computer navigation and troubleshooting skills
- Ability to type at least 30 WPM
- Experience supporting customers via phone and email
- Working knowledge of Microsoft 365 (Word, Excel, OneNote, PowerPoint)
- Strong verbal and written communication skills
- Ability to work independently and as part of a team
- Ability to work a flexible rotational schedule, including weekends
- Must be able to work onsite 5 days per week
- Reliable transportation
- Access to a mobile device for multi-factor authentication
- Interest in building a long-term career in Information Technology
Desired Skills & Experience
- IT Help Desk or Service Desk experience
- Experience using ticketing systems
- Associate degree, technical degree, or IT certification
- Knowledge of Windows operating systems
- Familiarity with Active Directory
- Exposure to Citrix or remote access tools
- Basic networking and Wi-Fi troubleshooting knowledge
- Experience supporting mobile devices and tablets
- Knowledge of Microsoft Teams, Webex, and telephony systems
What You Will Be Doing
- Microsoft 365 & Productivity Applications
- Windows Desktop Support
- Active Directory & Account Administration
- Mobile Device Support
- Citrix & Remote Access Technologies
- Ticketing Systems & Documentation
Daily Responsibilities
- Hands-On Technical Support & Troubleshooting
- Administrative & Documentation Duties
- Team Collaboration & Escalation Management
Job Description
A single point of contact for technical support and general queries (including password, hardware, software, e-Messaging, Mobile devices). You will respond to inbound calls and emails, troubleshoot hardware and software issues, document incidents, escalate complex problems, and deliver an exceptional customer support experience.
Responsibilities
- Provide first-level technical support to internal employees
- Respond to inbound calls, emails, and support requests
- Accurately document incidents and resolutions within ticketing systems
- Troubleshoot hardware, software, password, access, and connectivity issues
- Escalate unresolved incidents to appropriate support teams
- Identify trends, recurring issues, and service improvement opportunities
- Maintain high first-call resolution and customer satisfaction levels
- Collaborate with team members and technical support groups
- Continuously expand technical knowledge across supported systems and applications
Supported Technologies
- Windows 10
- Microsoft 365
- Microsoft Teams
- Active Directory
- Azure
- Citrix Remote Access
- SCCM
- VOIP/Telephony Systems
- Webex
- Chrome, Edge, Firefox, Safari
- Mobile Devices (iOS & Android)
- Networking and Wi-Fi Connectivity
Additional Details
Pay Rate: $20.00/hour W2
(Increases to $21.00/hour if the assignment extends into a second year)
Schedule:
- 40 hours per week
- Rotational schedule, 7 days per week
- Business hours: 6:00 AM – 10:30 PM
- Weekly rotating shifts
- Schedule provided one month in advance
Work Environment:
- Onsite training
- Hybrid eligibility may be considered after approximately 8 months for high-performing team members (not guaranteed)
Training Program:
- Approximately 8 months of structured classroom training and shadowing
- Performance-based development program focused on productivity, support proficiency, customer service, ticket quality, and first-contact resolution
Interview Process:
- Virtual or onsite interviews
- Candidates must be available for onsite interviews
Time Off:
- Up to 120 hours (3 weeks) of unpaid time off annually, prorated based on start date and subject to management approval
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