IT Systems Support Technician

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Vision insurance

As a key member of the System & Admin team, the IT Service Technician role provides advanced IT user support, account setup, and administration of various IT systems for multiple business units and team members across the US. This in-office, full time, role reports directly to the Director of Systems and Admin, is critical to the efficient operation of the business, and requires regular interaction with all levels of personnel in the organization.

Duties & Responsibilities:

• Provide onsite and remote IT support as required for company personnel
• Provide effective communication for issue resolution with company personnel
• Maintain and improve IT standard operating procedures (SOPs) relating to areas of ownership
• Perform new hire credential and security set up
• Purchasing, enrollment, and set up of devices, such as laptops, iPads, and iPhones
• Track and manage the usage of software licenses
• Maintain inventory of IT assets (ex: laptops, desktops, mobile devices)
• Assist with managing active directory, group policy, and system updates in coordination with System Admin
• Administer cloud-based services, such as Zoom, Google Enterprise, Microsoft 365
• Management of MDM platform, including deployment, configuration, monitoring, and repairs/replacements
• Other duties as assigned

Requirements:

• Qualified candidates should possess a minimum 2+ years of recent, professional, hands on and over the phone technical support experience
• Excellent Customer Service skills (genuine desire to help customers with issues)
• Strong team player working on both shared and individual assignments
• Technically minded with a focus on customer service
• Experience with Apple hardware and general software navigation ability
• Strong hardware troubleshooting/repair skills (preferably on Mac devices)
• Ability to troubleshoot common issues with mobile devices (iPhones and iPads)
• Ability to manage user accounts, groups, etc. through Jamf, Google Enterprise, Microsoft etc.
• Experience with problem ticket/case management systems
• Proven experience with assessing the severity of reported issues and juggling multiple high priority support tickets
• Perform daily operations to maintain business functions

Preferred Qualifications:

• Previous experience in a technical support position in a fast-paced environment
• Previous customer service experience
• A strong dedication to quality customer service and a working knowledge of enterprise-wide service delivery procedures
• Hands on troubleshooting experience with common Network connectivity (LAN, DNS, TCP/IP, Wi-Fi) and Remote access
• Strong verbal and written interpersonal and communication skills
• Superior telephone etiquette and an ability to deal effectively with customers, vendors, peers, and management

Physical Demands

• Lifting up to 20 pounds occasionally and frequently moving small objects
• Frequently sitting for long periods of time
• Walking or standing occasionally
• This position works mostly indoors going outdoors may be frequently required
• Must have manual use of hands and vision to use computer constantly