Key Responsibilities
* Provide first-line and second-line technical support for a wide range of hardware and software issues, serving as the go-to person for all IT-related queries.
* Accurately log, track, and resolve IT incidents and service requests using our Help desk ticketing system, ensuring timely and efficient resolution.
* Collaborate closely with other IT teams to escalate and troubleshoot more complex technical problems.
* Support and maintain in-house applications and proprietary software, guiding users through common issues.
* Proactively maintain and manage an accurate inventory of all IT equipment.
* Develop and update technical documentation, knowledge base articles, and standard operating procedures to empower users and improve team efficiency.
* Assist with the planning, setup, and deployment of new software and hardware for various projects.
* Build and maintain positive, professional relationships with all departments to ensure a high level of service delivery.
* Provide attentive, "white glove" support to executive staff, join in projects where relevant.
Required Experience & Skills
* A Bachelor's degree in a relevant field is preferred.
* 2-3 year of hands-on experience in an IT support or Desktop role.
* Proven experience supporting and troubleshooting desktop and laptop issues.
* Strong knowledge of Office 365 and Active Directory administration (2-3 years preferred).
* Exceptional verbal and written communication skills with the ability to clearly explain technical information to non-technical users.
* A strong customer service focus and a positive, can-do attitude.
* Demonstrated ability to manage multiple, simultaneous tasks and adapt to changing priorities.
Desirable
* Experience with macOS support and troubleshooting, and/or Jamf management.
* Familiarity with Zoom AV support, administration, and troubleshooting.
* Experience working with remote offices and geographically diverse teams.
* Relevant entry-level certifications (i.e., CompTIA, Microsoft).
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