Overview
We are seeking a proactive and customer-focused IT Support Technician to join our onsite Tech Bar team. This role will provide face-to-face technical assistance to end users, ensuring a high standard of service and effective resolution of technical issues. You will act as the first point of contact for walk-in and floor-walking support, maintaining a strong focus on customer experience.
Key Responsibilities
- Deliver high-quality, face-to-face technical support to end users via the Tech Bar and floor walking.
- Maintain a customer-first approach, ensuring users are informed throughout the support process.
- Collaborate with IT support teams to escalate and resolve issues efficiently.
- Troubleshoot and resolve hardware, software, and connectivity issues for Windows 10 desktops, laptops, and mobile devices.
- Support Microsoft Office 365 applications, including Outlook, Teams, OneDrive, and cloud storage platforms (e.g., Box).
- Perform device setup, configuration, and deployment for both Windows and Apple Mac/iOS environments.
- Utilize tools such as Active Directory, Group Policy Objects, SCCM/SMS, and remote-control technologies to manage and support devices.
- Assist with antivirus software management in an enterprise environment.
- Maintain accurate asset inventory records and support asset management processes.
- Use ServiceNow for ticket logging, tracking, and resolution (desirable).
Essential Skills & Experience
- Proven experience providing in-person technical support in a customer-focused environment.
- Excellent communication skills, with the ability to explain technical issues in simple terms.
- Strong knowledge of Microsoft Windows environments within an enterprise domain setting.
- Hands-on experience with Active Directory, SCCM/SMS, Group Policy, and remote-control methods.
- Proficiency in supporting Windows, Microsoft Office 365, and desktop/laptop hardware.
- Experience supporting Microsoft Office applications, especially Outlook and Teams.
- Familiarity with cloud-based storage solutions such as OneDrive and Box.
- Awareness of antivirus software management in enterprise environments.
- Understanding of asset management processes and procedures.
Desirable Skills
- Experience supporting Apple Mac OS and iOS devices.
- Mobile device setup and deployment experience.
- Knowledge and experience of ServiceNow ITSM platform.
- Working Style
- Comfortable working in a high-visibility, customer-facing role.
- Able to balance desk-based support with proactive floor walking to provide at-desk assistance.
- Focused on delivering an outstanding customer experience at all times.
Job Type: Full-time
Pay: $20.00 - $23.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience:
- SCCM: 3 years (Required)
- Desktop support: 3 years (Required)
- Active Directory: 3 years (Required)
Work Location: In person
