2+ years of experience preferred
Job Requirements and Preferences:
Basic Qualifications:
Minimum Degree Required:
High School Diploma
Minimum Years of Experience:
1 year(s) with 2+ years of experience preferred.
Preferred Qualifications:
Degree Preferred:
Bachelor Degree
Preferred Knowledge/Skills:
Demonstrates some abilities and/or a proven record of success with identifying and addressing client needs:
- Assisting end users with hardware and desktop requests and technology issues, including talking with them to understand, diagnose, and resolving the issues;
- Escalating issues that cannot be resolved to other teams, and documenting accurate information;
- Using judgment and mitigating or resolving escalations from end users, including partners, independently;
- Advising end users on how to use technology tools to solve business problems;
- Teaching end users how to better use technology, including sharing best practices, tech hacks, and communicating technical information to end users at varying skill levels;
- Understanding operating systems (Windows and Mac) and applying advanced troubleshooting skills, outside of documented processes, to resolve end user and office infrastructure (servers, AV, printers, network and kiosk) issues;
- Imaging and deploying PCs and other technology peripherals to end users in the office and remotely;
- Performing office floor walks to proactively identify technology issues and taking action to drive resolution;
- Performing printer toner changes;
- Enabling end users to have successful meetings by testing technology in advance and assisting when issues arise;
- Keeping IT ticketing management system updated;
- Identifying and delivering continuous process improvements for positive end user experience through process simplification, automation and issue elimination;
- Using data analytics to detect patterns in tech support issues and requests and implementing solutions to prevent recurring issues and automating recurring requests;
- Collaborating with other technology teams and troubleshooting, while diagnosing and resolving office infrastructure issues;
- Collaborating with other technology teams and performing configuration changes and testing as part of routine office infrastructure maintenance;
- Maintaining end user facing and internal technical documentation with high degree of accuracy;
- Exercising judgment in knowing when to make an exception to a process or policy for business reasons;
- Independently prioritizing your work and monitoring your productivity and end user satisfaction results and leading self to achieve targets;
- Processing assigned service incidents and requests to achieve key performance metrics;
- Displaying an interest in innovation and commitment to continuous learning; and,
- Grasping new technologies quickly and sharing knowledge.
Travel Requirements
Up to 20%
Job Type: Full-time
Pay: $70,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
Education:
- High school or equivalent (Required)
Experience:
- Help Desk Support: 2 years (Required)
- Apple Desktop Support: 1 year (Preferred)
- Desktop support: 2 years (Required)
- Customer service: 2 years (Required)
- Technical support: 2 years (Required)
Work Location: In person
