Analyst I, IT Operations

Position Overview

The Analyst I, IT Operations, will be responsible for supporting the day-to-day operations of the IT infrastructure and systems. This role involves monitoring system performance, troubleshooting issues, and ensuring the smooth operation of IT services. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a commitment to providing high-quality support.

This individual will be required to work eastern time zone hours, second shift, 3pm until 11 pm EST.

What you’ll do:

• Monitor the performance and availability of IT systems and infrastructure.
• Perform routine maintenance tasks, such as system updates, patches, and backups.
• Identify and resolve system performance issues and bottlenecks.
• Provide first-level support for IT incidents and service requests.
• Troubleshoot and resolve hardware, software, and network issues.
• Escalate complex issues to higher-level support teams as needed.
• Maintain accurate and up-to-date documentation of IT systems, processes, and procedures.
• Generate and distribute regular reports on system performance and incidents.
• Document troubleshooting steps and resolutions for future reference.
• Assist end-users with IT-related issues and provide technical support.
• Conduct user training sessions on IT systems and tools.
• Create and maintain user guides and training materials.
• Work closely with other IT team members to ensure seamless operations.
• Communicate effectively with end-users and stakeholders to understand their needs and provide appropriate solutions.
• Participate in team meetings and contribute to the continuous improvement of IT services. Stay updated on industry trends, emerging technologies, and best practices and tools.
• Follow IT security policies and procedures to protect company data and systems.
• Assist in the implementation of security measures and best practices.
• Ensure compliance with relevant industry standards and regulations.

What you’ll bring to Zelis:

• Bachelor's degree in Information Technology, Computer Science, or a related field. Equivalent work experience may be considered.
• 1+ years of experience in IT operations or technical support.
• Ability to work second shift (3pm until 11 pm EST).
• Basic understanding of IT infrastructure (servers, networks, and storage).
• Familiarity with operating systems (e.g., Windows, Linux) and common software applications.
• Experience with monitoring and troubleshooting tools.
• Knowledge of IT service management (ITSM) frameworks, such as ITIL, is a plus.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Customer-focused mindset and commitment to providing high-quality support.
• Relevant IT certifications, such as CompTIA A+, Network+, or ITIL Foundation.
• Experience with specific tools or technologies used by the company (e.g., specific monitoring tools, ticketing systems).
• Familiarity with cloud services and virtualization technologies.

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We welcome applicants from all backgrounds and encourage you to apply even if you don’t meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email [email protected].

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.