IT Operational Analyst I

About the Role

Kelly Services is seeking an IT Operations Analyst I for a 12-month contract (with extension & conversion possibilities) with a banking client in Columbia, SC (Onsite). This role offers approximately 8 months of classroom instruction, shadowing, and hands-on development to build a strong IT foundation. It provides exposure to enterprise-level systems and career advancement potential within a fast-paced, collaborative support team.

Key Responsibilities

• Provide first-level technical support to internal employees.
• Act as a single point of contact for technical support and general queries (password, hardware, software, e-Messaging, mobile devices).
• Respond to inbound calls, emails, and support requests.
• Troubleshoot hardware, software, password, access, and connectivity issues.
• Accurately document incidents and resolutions within ticketing systems.
• Escalate unresolved incidents to appropriate support teams.
• Identify trends, recurring issues, and service improvement opportunities.
• Maintain high first-call resolution and customer satisfaction levels.
• Collaborate with team members and technical support groups.
• Continuously expand technical knowledge across supported systems and applications.

Supported Technologies

• Windows 10
• Microsoft 365
• Microsoft Teams
• Active Directory
• Azure
• Citrix Remote Access
• SCCM
• VOIP/Telephony Systems
• Webex
• Browsers: Chrome, Edge, Firefox, Safari
• Mobile Devices (iOS & Android)
• Networking and Wi-Fi Connectivity

Requirements & Tech Stack

• Microsoft 365 (Word, Excel, OneNote, PowerPoint)
• Windows environments
• Active Directory
• Mobile devices
• Remote access technologies
• Enterprise applications
• Ticketing systems
• Microsoft Teams
• Webex
• Telephony systems
• Windows 10
• Azure
• Citrix Remote Access
• SCCM
• Networking and Wi-Fi troubleshooting knowledge
• iOS & Android devices

Qualifications

• Exceptional customer service experience in a call center, help desk, technical support, or client-facing environment.
• Strong computer navigation and troubleshooting skills.
• Ability to type at least 30 WPM.
• Experience supporting customers via phone and email.
• Strong verbal and written communication skills.
• Ability to work independently and as part of a team.
• Ability to work a flexible rotational schedule, including weekends.
• Must be able to work onsite 5 days per week.
• Reliable transportation.
• Access to a mobile device for multi-factor authentication.
• Interest in building a long-term career in Information Technology.

Desired Skills & Experience:

• IT Help Desk or Service Desk experience.
• Experience using ticketing systems.
• Associate degree, technical degree, or IT certification.
• Knowledge of Windows operating systems.
• Familiarity with Active Directory.
• Exposure to Citrix or remote access tools.
• Basic networking and Wi-Fi troubleshooting knowledge.
• Experience supporting mobile devices and tablets.
• Knowledge of Microsoft Teams, Webex, and telephony systems.

Additional Details

• Pay Rate: $20.00/hour W2 (Increases to $21.00/hour if the assignment extends into a second year)
• Schedule: 40 hours per week, rotational schedule 7 days per week, business hours 6:00 AM - 10:30 PM, weekly rotating shifts, schedule provided one month in advance.
• Training: Approximately 8 months of structured classroom training and shadowing, performance-based development program.
• Work Environment: Onsite training. Hybrid eligibility may be considered after approximately 8 months for high-performing team members (not guaranteed).
• Time Off: Up to 120 hours (3 weeks) of unpaid time off annually, prorated based on start date and subject to management approval.