Urban Science

  • IT Operations Associate

    Location CN-Pudong, Shanghai 200120
    Posted Date 3 months ago(3 months ago)
    Job ID
    # Positions
    IT Operations
  • Overview and Summary

    The iHelp Associate will provide guided support for Regional Hosting needs in internal and external IT systems or environments.  This position also supports internal end users with desktop, laptop, and mobile device hardware/software needs.  

    Essential Duties and Responsibilities

    • Assist in scheduling deployments and follow up with business units to ensure deployment scheduling procedures are followed and time allocation is appropriate.
    • Ensure necessary and required information is provided with Hosting requests and follow up to obtain missing information in a timely manner.
    • Assist in maintaining deployment documentation on the Hosting Portal (SharePoint) ensuring shared information is kept current.
    • Adhere to corporate policies, procedures and security, ensuring standard procedures are documented, maintained and accessible by team members.
    • Assist in providing technical support to troubleshoot problems that may arise during deployments and/or in the hosting environment, including but not limited to, operating systems, database, IIS and FTP issues.
    • Assist team in responding to critical incidents (Sev 1); complete appropriate incident management documentation.
    • Assist in documenting software license and asset information on SharePoint, ensuring list is up to date and proper procedures are followed.
    • Actively monitor the global hosting ticket queue and assign tickets to the correct team/team member within a specified time frame, ensuring adherence to SLAs (service level agreements).
    • Respond in a timely manner to ticket and “walk-up” troubleshooting requests related to computer hardware & software functionality, phones and printer issues.
    • Collaborate with team members by sharing knowledge, providing support and technical expertise to help resolve problems/issues.
    • Assist in identifying hardware and software requirements for new hires, complete the set up and configuration of equipment and conduct new hire IT orientations, ensuring users have a clear understanding of their devices and IT policies.
    • Install software, files, databases, updates and service packs, ensuring the appropriate approvals process is followed.
    • Review team metric reports related to number of open tickets, response rates and quality of responses in order to see where improvements can be made.
    • Proactively communicates with upper management to provide updates and report issues in a timely manner.
    • Works with manager in completing own annual goal setting and performance review in a timely manner.
    • Participate in ad-hoc IT Operations related projects or assignments, as needed.

    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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • Documentation: Ability to create detailed documentation in a standardized format and follow detailed documentation instructions.
    • Technical Knowledge: Basic knowledge of various technologies required for the specific role (i.e., Windows Server, Active Directory, Microsoft Exchange, Office 365, Windows OS, hardware troubleshooting, and basic networking).
    • Time Management: Ability to prioritize competing demands and manage multiple concurrent tasks.
    • Verbal Communication: Ability to compose and verbally deliver information of varying levels, using appropriate grammar, tone, inflection and non-verbal cues, while also listening to and correctly deciphering verbal communication delivered by others.
    • Written Communication: Ability and capacity to communicate ideas, facts and data in writing using appropriate grammar, syntax and sentence structure. 
    • Analytical Thinking: Ability to understand a situation by breaking it apart into smaller pieces, and/or tracing the implications of a situation in a step-by-step causal way. 
    • Results Oriented: Ability to strive for optimal results by taking responsibility for timeliness, commitment to task and adherence to performance standards.
    • Ethics & Integrity: Ability to behave in a trustworthy & transparent manner.
    • Teamwork & Cooperation: Ability to work cooperatively with others and be part of a team.
    • Self-Control: Ability to keep emotions under control and to restrain from negative actions or behaviors. 
    • Information Seeking: Ability to gain a deeper understanding of work related issues or events by making a concerted effort to gather information and seek out development opportunities.
    • Initiative: Ability to go above and beyond in order to improve or enhance job results. 
    • Quality Control: Ability to monitor and check work related information and deliverables ensuring high quality and accuracy.
    • Customer Service: Ability to understand and help/assist both internal and external customers and meet their needs.
    • Flexibility/Adaptability: Ability to adapt to and work effectively within a variety of situations, individuals or groups, as well as understand and appreciate different and opposing perspectives. 
    • Organizational Commitment: Ability and willingness to align his/her own behavior with the needs, priorities and goals of the organization.


    • Must have a baccalaureate degree in a technical field (computer science, computer engineering, information technology, information systems, etc.) from an accredited U.S. college or university, or equivalent foreign institution.
    • One to three years of related work experience preferred.
    • Basic knowledge of various technologies required for the specific role (i.e., Windows Server, Active Directory, Microsoft Exchange, Office 365, Windows OS, hardware troubleshooting, and basic networking).
    • ITIL Certification required within 90 days of hire.
    • Good English language skill both in speaking and writing.



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