Urban Science

IT Operations Specialist - Level II Support

US-CA-Long Beach
2 months ago(10/6/2017 1:05 PM)
Job ID
# Positions
Information Technology

Overview and Summary

Urban Science is a business-solutions company focused on supporting the needs of the sales and marketing function of the automotive industry. We leverage a scientific methodology to help our client partners sell more vehicles, improve profitability and increase customer loyalty.  And we do that by helping solve their toughest challenges including planning an optimal dealership network, improving individual dealer performance, and efficiently converting sales leads into sales. In short, we guide business through science—and we’ve been doing this since 1977.
The IT Operations Specialist will provide support for Regional Hosting needs in internal and external IT systems or environments.  This position also supports Regional Services needs and will provide support to Urban Science end users for desktop, laptop, and mobile devices hardware and software. 

Essential Duties and Responsibilities

  • Monitor the global iHelp ticket queue and assign tickets within established SLAs.

Regional Hosting Duties and Responsibilities

  • Provide support for global hosted application deployments.
  • Organize deployment schedules, liaisons with LAM, LAM IT, or Development.
  • Install deployment files and databases in the correct locations, using automated or manual tools.
  • Provide on-going second level technical support and guidance to end-users, including troubleshooting operating systems, database, IIS, and FTP issues in the hosting environment.
  • Liaise with Infrastructure team, LAM/IT, Practice and Architects to prepare quotes which meet BoM requirements.
  • Liaise with Local Account Management (LAM) for contract reviews and the preparation of quotes for RFP responses.
  • Prepare automated scripts and packages using tools such as PowerShell and Electric Commander.
  • Follow Incident Management process in response to Sev 1 outages, support timely return to service of business critical systems, and complete appropriate Incident Management documentation.
  • Adhere to corporate policies and procedures ensuring compliance with accepted design standards and customer requirements.
  • Ensure review of all information from individuals/team submitting Hosting requests and make timely requests for additional information as needed.
  • Act as a conduit to third party vendors to ensure high quality customer service.  Open tickets to make sure issues are addressed and support is provided when needed, etc.  
  • Report on associated metrics that help improve efficiencies and quality rates.
  • Maintain deployment documentation.  
  • Ensure adherence to established security standards within role.
  • Review health metric reports to ensure SLAs are met. 


Regional Services Duties and Responsibilities

  • Apply knowledge of most desktop technologies and the company specific environment configurations to analyze and solve a wide range of issues in the desktop computing environment.
  • Responsible for troubleshooting, setting up new users, configuring mobile devices, fixing printer issues, and rebuilding computers.
  • Maintain the office phone system by creating new users, moving phone locations and extensions, setting up email and troubleshooting phone system problems.
  • Identify equipment requirements including; hard drives, phone equipment, and other technical equipment in accordance with corporate guidelines.
  • Provide second level support for server based application solutions.
  • Provide guidance and assistance to employees to ensure they have the right technology and that it is configured properly.
  • Act as a second level support resource within the team and assist staff in support activities as needed.
  • Assure software license and asset information is properly maintained.
  • Participate in IT Operations projects encompassing a range of technologies as needs arise.
  • Report on associated metrics that help improve efficiencies and quality rates.
  • Operate IT service management system to dispatch and maintain tickets to facilitate proper ticket flow and accurate data in reporting.
  • Stay current with supported technologies and business process; make recommendations for improvement.
  • May mentor ITO Associates to help solve basic support issues within the standard operating procedures.

Qualifications - Education and Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, abilities, and competencies required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must have intermediate knowledge of Microsoft SQL server or Oracle, networking systems and languages, Microsoft Windows, IIS, FTP.
  • Knowledge of available computing and/or network hardware and peripheral equipment.
  • Knowledge of computer and/or network security systems, applications, procedures, and techniques.
  • Able to deploy new hosted solutions, update existing solutions, and perform advanced troubleshooting for operating systems, database, IIS and FTP issues in the hosting environment.
  • Ability to install, configure and maintain personal computers, and/or related hardware and software.
  • Ability to identify and resolve computer system malfunctions and operational problems. Ability to implement and maintain test environments.
  • Ability to communicate technical information to non-technical personnel, assessing audience need and adjusting level of detail accordingly.
  • Ability to troubleshoot installations or implementations.
  • Ability to provide a range of systems training and/or support activities for users; including an in-depth knowledge of a range of computer systems and networks and providing assistance to ITO Associates as needed. 
  • Ability to write clear and concise work instructions using a defined template.
  • Ability to work within defined processes and assist with creating new processes.
  • Knowledge of current technological developments/trends in area of expertise.
  • Ability to prioritize competing demands, manage multiple concurrent tasks and adapt to changing priorities.
  • Knowledge of current technological developments/trends in area of expertise.
  • Knowledge of federal copyright laws as they pertain to the use of computer software.
  • Must maintain high level of confidentiality.


  • Must have Baccalaureate degree in an appropriate IT field such as Computer Science, Computer Engineering, or Management Information Systems from an accredited U.S. college or university, equivalent foreign institution.
  • Must have a minimum of three years relevant experience.
  • MSCE Certification preferred.
  • Current Microsoft certifications preferred.
  • ITIL Foundations v3 certification (must obtain within first 60 days of employment).

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


This description is intended to describe the type and level of work being performed by a person assigned to this position.  It is NOT an exhaustive list of all duties and responsibilities required by a person so classified. The job may require additional hours beyond the normal 40-hour workweek. 



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