Operations Engineer

Overview LSAC’s mission is to advance law and justice by promoting access, equity, and fairness in law school admission and supporting the learning journey from prelaw through practice. Pay rate: $28/hr to $30/hr, depending on experience This is a hybrid position. The Operations Engineer provides technical support for end users, endpoint devices, workplace technologies, and enterprise applications. This role resolves incidents and service requests, completes routine systems administration and device management tasks, supports technology projects, and helps maintain the stability, security, and effectiveness of LSAC technology services. The Operations Engineer follows established operational standards and procedures and contributes to continuous service improvement. Responsibilities Essential Job Functions Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position. The individual employed in this position will be required to: Provide professional technical support to customers by phone, email, chat, remote support tools, and in person. Troubleshoot and resolve hardware, software, endpoint, identity, and application-related incidents and service requests. Escalate complex, high-risk, or unresolved issues to senior technical staff as appropriate. Maintain accurate Incident, Problem, and Change records in the ticketing system, and update and maintain inventory, licensing, and other records in various service management systems. Perform endpoint deployment, provisioning, imaging, configuration, patching, and lifecycle management activities. Support Microsoft 365, Windows, Apple MacOS/iOS, collaboration platforms, and business applications. Assist with systems administration tasks and maintenance activities in accordance with established procedures. Participate in technology projects, upgrades, deployments, and operational improvement initiatives. Create and maintain technical documentation, knowledge base articles, and user support materials. Monitor assigned systems and services and report issues that impact operational stability. Follow established security policies, standards, and operational procedures. Contribute to problem-resolution efforts by identifying root causes and documenting corrective actions. Demonstrate LSAC’s values in all aspects of assigned work. Competencies Strong written and verbal communication skills. Holds a strong sense of accountability for both individual and team objectives. Embraces a forward-thinking mindset, contributing to a culture of continuous improvement and creativity. Excellent time management, prioritization, attention to detail and organization skills Follows established processes and procedures. Resolves standard and moderately complex incidents independently. Contributes to technical projects and operational initiatives. Escalates exceptions, major incidents, and high-risk changes for review and approval. Resolves standard to moderately complex technical issues. Supports established technologies and processes. Completes assigned project tasks and operational responsibilities. Contributes to documentation and knowledge management. Works under general supervision. Collaborates closely with peers, customers, and cross-functional teams. Customer Service Orientation Technical Troubleshooting and Analysis Microsoft 365 and Modern Workplace Technologies Endpoint and Device Management Collaboration and Teamwork Problem Solving Security Awareness Adaptability and Continuous Learning Qualifications Education and Experience Bachelor’s degree in Information Systems, Computer Science, or a related field, or equivalent experience. 1-4 years of experience supporting enterprise technology environments. Experience supporting Microsoft 365, Windows 11, endpoint management platforms, collaboration technologies, and cloud-based applications. Familiarity with enterprise security, identity, device deployment, and systems administration concepts. Supervisory Responsibilities This role does not have people management responsibilities Position Type This role is a full-time position with a standard work week of Monday through Friday, 8:30 a.m. to 4:45 p.m. ET. The position may require overtime or weekend work. Work Environment This job operates in a remote and professional office environment. Whether remote or in-office, this role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Travel Requirements Occasional travel is expected for this position. Some of the travel may be international. P hysical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee must write, talk, hear, read, and communicate effectively. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Employees are often required to squat and lift/carry up to 25 pounds. Additional Information: Please note that this job description may not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Job responsibilities may change at any time with or without notice. Except as otherwise provided by law, all terms of employment are subject on an at-will basis and can change at any time. At LSAC we foster a culture based on our stated values and actively seek to broaden our pipeline of current and future leaders. We are committed to attracting, retaining, and developing individuals who have a passion for the work they do and the mission of LSAC. We encourage all qualified individuals to apply. We recognize that experience comes from a variety of places and know that job applicants will possess many, but not necessarily all, of the qualities listed in the job description. While no one candidate will embody every single quality, the successful candidate will exemplify a robust combination of the skills and competencies listed to excel in the position. LSAC is an Equal Opportunity Employer and welcomes applications from individuals from all identities and backgrounds.