IT Support Technician

IT Support Technician / White Glove Specialist
Louisville, KY
Pay From: $65,000 pe year

MUST:
Experienced IT Support Technician
4+ years of progressive and well round IT troubleshooting / systems administration experience
Advance administration experience with MS 365 applications, MS office Suite, Outlook, MS Teams, OneDrive and SharePoint
Experience troubleshooting email, file-sharing, collaboration, permissions, authentication, and synchronization issues
Working knowledge of Windows 10/11 administration and troubleshooting
Experience with various Remote Monitoring and Management (RMM) platforms
Experience with access tools such as Active Directory and MS Entra ID
Experience with basic network management and TCP/IP, DNS, DHCP, and Wi-Fi
VPN clients and remote-access technologies
Understanding of Endpoint security, encryption, and endpoint protection technologies
Strong customer service and communications skills, both oral and written
Strong critical thinking skills that facilitate expedient problem solving
Skilled in developing responsive, accessible, and scalable web applications
Ability to troubleshoot, debug, and solve complex issues efficiently
Relevant certifications are desired
BS Degree is preferred

DUTIES:
The ideal candidate will serve as the on prem IT specialist providing white glove support and a advanced technical support for complex endpoint, identity, productivity, connectivity, and application issues
This role is responsible for independently troubleshooting and resolving technical problems, coordinating with specialized teams when necessary, and maintaining clear ownership of issues through resolution
A key responsibility of this position is providing white-glove (high level of customer service) technical support to executives, C-suite leaders, and designated VIP users
Reach out to home office for escalated support needs
Deliver a highly responsive and professional support experience focused on minimizing business disruption and user downtime
Take end-to-end ownership of executive technical issues through resolution, including coordination with internal technical teams and third-party vendors when necessary
Provide proactive and timely status updates during executive-impacting incidents
Support Windows, macOS, mobile devices, Microsoft 365, conferencing platforms, printers, peripherals, and connectivity issues
Provide hands-on assistance with device replacements, workstation migrations, application configuration, account transitions, and new-device provisioning
Provide support for meeting-critical technology, including Microsoft Teams, Zoom, displays, cameras, microphones, presentation equipment, and connectivity
Perform pre-meeting or pre-event technical validation for important executive meetings when requested
Assist executive users with remote and travel-related technology needs, including VPN, MFA, Wi-Fi, authentication, and mobile access
Maintain professionalism and discretion when working with executive systems, devices, accounts, and potentially sensitive information
Coordinate with Network, Security, Systems, application teams, and vendors to expedite resolution of high-impact executive issues
Anticipate potential technology problems and take proactive steps to reduce disruption for executive users
Track and document systems changes
Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability. Healthcare benefits are offered to all eligible employees according to compliance mandated by the Affordable Care Act .