Monitor and track all Clinical Contact Center IT tickets (ServiceNow/IT Central).
Ensure tickets are routed correctly and progressing on time.
Escalate blockers to resolver teams (desktop, network, access, telecom, applications, security) and track follow‑up.
Provide clear communication to leadership on high‑impact issues or delays.
Monitor internal severity and escalation Teams channels to identify active issues, engage the right teams, and ensure timely escalation.
Monitor Operata and other dashboards for call‑quality, connectivity, or endpoint‑performance issues.
Flag productivity impacts and collaborate with IT partners on quick remediation.
Track recurring issues and help surface long‑term improvement needs.
Prepare and deliver weekly or monthly performance summaries for CCC leadership.
Coordinate ordering, tracking, and delivery of PC/workstation kits for new hires.
Ensure required system access (AD, O365, apps, telephony, CRM, WFO/WFM) is set up before day one.
Work with HR, onboarding teams, and IT access groups to reduce delays.
Maintain accurate records, including refresh and replacement schedules.
Maintain accurate device inventories, ticket status updates, and performance dashboards.
Document system issues, escalation paths, and common troubleshooting workflows.
Partner with IT teams, telecom/AV support, network groups, and CCC training to resolve operational challenges.
Support audit/compliance activities related to asset tracking and system access.

1–2+ years in IT support, service desk, help desk, technical coordination, or operations support role.
Basic understanding of IT ticket systems (ServiceNow or similar) and support workflows.
Strong communication and follow‑through skills; able to track tasks and keep stakeholders informed.
Good organizational skills with strong attention to detail, especially related to assets and onboarding tasks.
Ability to manage multiple issues at once in a fast‑paced environment.
Familiarity with common workplace technologies (Windows, O365, Teams).

Tech Operations Support Specialist

Key skills