Job Information
Peckham, Inc. Operations Specialist in Grand Rapids, Michigan
Staff positions are supportive roles providing support to our rehabilitation mission. Applicants for staff positions do not need to have a barrier to employment to be eligible for these roles.
Peckham, Inc. - Operations Specialist
SUMMARY
The Operations Specialist will be responsible for ensuring the smooth and efficient operation of IT services. The primary objective of this role is to monitor system performance, manage IT assets, and report on operational trends to support the organization’s goals. The position is based on the ITIL framework for IT service management.
MAIN DUTIES AND RESPONSIBILITIES
Executes project delegations from management.
Assist in managing service delivery to achieve contractually agreed service levels and exceed customer expectations.
Investigates and provides solutions to problems the help desk may incur.
Contribute to the documentation, preparation, and training for new systems and services.
Report on operations and performance, identifying areas for improvement.
Identifies future problems and seeks resolution to prevent problems.
Support problem management processes by identifying trends and reporting on them to prevent future issues.
Ensure compliance with contract policies, procedures, and standards.
Creates reports and deliverables based off management and help desk needs.
Attend weekly/bi-weekly/monthly or quarterly meetings with necessary stakeholders to provide updates and solutions to any issues.
Make recommendations on future software and hardware rollouts or purchases based on the needs of the workforce.
Help organize and create relevant CMS reports to help supervisors and management monitor progress of the help desk.
Works with Reporting & WorkForce Management teams.
OTHER DUTIES AND RESPONSIBILITIES
Promote the company’s vision, values, culture, and commitment to excellent customer service.
Maintain a safe and clean work environment.
Perform other related duties as assigned.
SUPERVISORY RESPONSIBILITIES
This position does not have direct supervisory responsibilities but may involve mentorship and coaching within the team.
MINIMUM QUALIFICATIONS:
ITIL certification or ability to obtain within 6 months.
COMPTIA A+, CompTIA Security+, or equivalent technical certifications
3+ years’ experience in an IT call center/help desk environment.
Proven experience in an IT operations role.
Strong understanding of IT systems and infrastructure.
Advanced Experience with Microsoft Excel
Excellent analytical and problem-solving skills.
Ability to work independently and as part of a team.
Strong communication and reporting skills.
Familiarity with ITIL and service management principles.
PREFERRED QUALIFICATIONS
Bachelor’s degree in Information Technology, Computer Science, or a related field.
Experience with IT asset management and performance monitoring tools.
PHYSICAL DEMANDS
The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.
PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER
EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.
REASONABLE ACCOMMODATION FOR APPLYING NOTICE
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please:
Click HERE (https://www.ilru.org/projects/cil-net/cil-center-and-association-directory) and you will be directed to the ILRU Directory to find an agency in your area that can assist you
Click HERE (https://www.careeronestop.org/LocalHelp/AmericanJobCenters/american-job-centers.aspx) and you will be directed to the American Jobs Center (AJC) finder to locate a center near you
Email us at careers@peckham.org
Call us at (517) 316-4000
Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)
Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
Business Line:
Contact Center Solutions
Location:
Grand Rapids, MI
Worker Sub-Type:
Staff Member
Click here to return to the main search page (https://peckham.wd5.myworkdayjobs.com/staff_external_career_site)
ABOUT PECKHAM
Peckham is a national award-winning social enterprise, recognized for its achievement in providing exceptional vocational rehabilitation for people with disabilities and barriers to employment. We accomplish our mission by working with community partners and through our own diverse business lines consisting of apparel manufacturing, warehousing, call centers, environmental services, and farming. Peckham prides itself on having a great culture which fosters a respectful, collaborative, and fun work environment. Employees are encouraged to bring their whole selves to work, share ideas, and engage in lifelong learning. Our culture further supports our mission by encouraging flexibility, health, and wellness. Staff enjoy benefits such as generous PTO policies, modern facilities, pet friendly work sites, free fruit, fitness classes, massages available for purchase, and opportunities for flexible work arrangements.
MISSION
Peckham, a nonprofit community vocational rehabilitation organization, is a unique business and human services agency which values quality, diversity, and performance. Our mission is to provide a wide range of opportunities to maximize human potential for persons striving for greater independence and self-sufficiency. We embrace collaboration, effective resource management, and innovative approaches to achieve world-class excellence.
VISION
To prove that people with disabilities and other barriers are more than capable of delivering world-class, high-quality products and solutions.
Peckham is an Equal Opportunity Employer - EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law. EEO is Law (https://dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)
Peckham participates in the E-Verify program. For more information please click follow this link (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf)
For information on Immigrant and Employee Rights (IER), follow this link (https://www.justice.gov/crt/case-document/file/1133936/download)
Pay Transparency Nondiscrimination Provision
REASONABLE ACCOMMODATION NOTICE
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
[1] Section 503 of the Rehabilitation Act of 1973, as amended. For more information on the equal employment obligations of Federal contractors, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.
Visit www.peckham.org to learn more.