JOB DESCRIPTION Position Jira and ServiceNow Expert Experience 4+ Years We are seeking an experienced Jira & ServiceNow Expert with strong ITSM and Infrastructure background to manage, configure, and optimize enterprise service management and project management platforms. The ideal candidate will support IT operations, infrastructure teams, and business workflows through automation, integration, and process improvements. Key Responsibilities Administer and configure Jira (Cloud/Data Center) and ServiceNow ITSM modules (Incident, Problem, Change, CMDB, Service Catalog) Design and implement workflows, automation, dashboards, and reports Support IT Infrastructure teams (Network, Server, Cloud) with ITSM processes Integrate Jira and ServiceNow with enterprise systems via APIs Manage user roles, permissions, and system upgrades Ensure adherence to ITIL best practices Required Skills 4+ years of Jira and ServiceNow administration experience Strong knowledge of ITSM processes and Infrastructure operations Experience with workflow customization, scripting (JavaScript/REST APIs) Understanding of CMDB, Change Management, and Incident Management ITIL certification preferred

JOB DESCRIPTION Position Helpdesk Technician Experience 1 – 3 Years Location US The IT Helpdesk Support position provides frontline technical assistance to students, faculty, and staff, ensuring reliable access to campus technology and smooth daily operations. This role requires exceptional customer service, strong technical troubleshooting skills, and the ability to work in a fast-paced academic environment. Key Responsibilities: Provide in-person, phone, and email technical support for Windows, macOS, and mobile devices with a focus on high-quality customer service. Troubleshoot network and Wi-Fi issues, printer connectivity, classroom technology, audiovisual equipment, and other campus systems to minimize instructional disruptions. Manage and maintain the IT Helpdesk ticketing system, including triaging, tracking, and resolving support requests in a timely manner. Maintain inventory of IT hardware and peripherals; coordinate imaging, configuration, distribution, and replacement of devices for employees and computer labs. Support campus VoIP phone systems, including device setup, number assignments, call routing, voicemail configuration, and troubleshooting. Assist with cybersecurity operations, including endpoint protection (SentinelOne or similar) and enforcement of user security best practices. Provide support for Zoom-equipped classrooms and hybrid learning environments; train faculty and staff and troubleshoot live instructional sessions. Build, update, and deploy standardized computer images to ensure consistent software configurations and security compliance. Requirements: Demonstrated experience supporting Windows and macOS operating systems. Proficiency in troubleshooting: Wi-Fi and network connectivity issues Printer and peripheral connection problems Hardware, software, and operating system issues Hands-on experience with: Active Directory (user and group management) Google Workspace, Microsoft 365, and Zoom administration Computer imaging and deployment tools Endpoint security systems (SentinelOne or similar) IT Helpdesk ticketing systems and workflow processes Excellent communication, customer service, and interpersonal skills. Strong problem-solving ability, attention to detail, and sense of urgency. Ability to multitask and work independently in a fast-paced setting. Collaborative mindset with a willingness to learn new systems quickly. Additional Details: Flexible working hours required. Some weekend availability is needed during the start of each semester and for major events such as Commencement, OAKtoberfest, and Orientation. Qualifications: Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent professional experience. 1–3 years of experience in an IT Helpdesk or technical support role. Experience in a higher-education IT environment is preferred but not required.

JOB DESCRIPTION Position IT Operations Manager Experience 12+ Years Senior Manager – Corporate IT The Senior Manager – Corporate IT will serve as the strategic liaison between internal stakeholders, helpdesk support teams, and backend service vendors. This role is responsible for ensuring seamless coordination across all parties to deliver a consistent, high-quality technical support experience. The individual will leverage deep enterprise IT expertise to drive operational excellence, optimize processes, and foster customer satisfaction. Key Responsibilities Technical Leadership & Operations Lead and manage enterprise IT operations including infrastructure, end-user computing (EUC), and cloud services. Oversee Level 3 administration and support of Microsoft 365 (O365), including Exchange Online, SharePoint, Teams, Intune, and Azure AD. Ensure high availability and performance of corporate servers (Windows/Linux), storage systems, and network infrastructure (LAN/WAN, firewalls, VPNs). Manage patching, backups, disaster recovery, and business continuity planning. Drive endpoint management strategies including device lifecycle, imaging, and remote support. Helpdesk & EUC Oversight Supervise helpdesk operations and ensure timely resolution of incidents and service requests. Monitor ticket queues, SLAs, and escalation procedures for critical issues. Implement and maintain ITSM tools and workflows (e.g., ServiceNow, Jira Service Desk). Develop and maintain knowledge base and self-service portals for end users. Vendor & Stakeholder Management Manage relationships with IT service providers and hardware/software vendors. Conduct regular performance reviews and enforce SLA compliance. Act as the primary escalation point for vendor-related issues and service gaps. Security & Compliance Collaborate with InfoSec teams to ensure endpoint, network, and data security. Support compliance initiatives including audits, access controls, and policy enforcement. Implement and monitor security tools such as antivirus, EDR, and email filtering solutions. Strategic Planning & Process Improvement Contribute to IT strategy, budgeting, and roadmap planning. Identify opportunities for automation and process optimization. Lead initiatives for digital transformation and cloud adoption. Qualifications & Skills Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred). 12+ years of progressive IT experience, with 5+ years in a leadership role. Strong hands-on experience with: Microsoft 365 L3 administration Windows Server & Active Directory Networking (Cisco, Fortinet, Meraki, etc.) EUC technologies (SCCM, Intune, JAMF, etc.) Virtualization (VMware, Hyper-V) Familiarity with cloud platforms (Azure, AWS) and hybrid environments. IT certifications such as ITIL, CompTIA (A+, Network+, Security+), Microsoft Certified, or Cisco Certified are preferred. Excellent communication, stakeholder management, and problem-solving skills. Proven ability to lead cross-functional teams and manage complex IT environments. Why Join OculusIT? Work with innovative and immersive XR platforms. Opportunity for growth into senior IT or systems architecture roles. Supportive work environment with a focus on learning and development. Competitive compensation with benefits package (health insurance, PTO)