Overview
• Provide outstanding customer service both in person and via remote tools.
• Respond to support requests through email, phone, and chat platforms for users with situational levels of
urgency.
• Document each issue, diagnosis, and resolution within the case management system and IT
knowledgebase.
• Install, configure, troubleshoot, resolve and/or escalate incidents related to employee hardware,
enterprise software, access and authentication, network and VPN issues, virtual meeting solutions, and
more.
• Support a suite of Microsoft Office 365 E5 applications on both Windows and Mac operating systems.
• Equip workspaces and offices with monitors, docking stations, and other desktop equipment.
• Accurately maintain asset inventory and adhere to asset management policies and procedures
• Administer, image, and troubleshoot Windows and Mac endpoints using Intune and JAMF
• Support telephony systems for business groups, Customer Operations and hardware engineering teams
• Equip workspaces and offices with monitors, docking stations, and other desktop equipment
QUALIFICATIONS
• Associate's Degree from an accredited institution in a relevant discipline (Information Systems,
Computer Science, Engineering, etc.) or equivalent work experience
• Up to 2 years in an IT support role
• CompTIA A+ Certification
• CompTIA Network+ Certification
• CompTIA Security+ Certification
• Apple Certified Support Professional (ACSP)
• Microsoft 365 Certifications
• Limited travel and scheduled availability
REQUIRED KNOWLEDGE, SKILLS, AND TALENTS • Familiarity and foundational understanding of Mac, Windows 10/11 OS, MS365, Entra and Microsoft AD • Familiarity with endpoint imaging, deployment & management solutions (Intune, JAMF Pro) • Sound analytical, planning, organizational, and problem-solving skills • Familiarity with Help Desk ticketing systems • Familiarity supporting A/V solutions in conference rooms and workstations • Familiarity with RDWeb, Cisco VPN, and Microsoft Direct Access • Creative thinker and team-player with an outgoing personality and strong initiative • End-users focus on exceptional support and solution interactions • Ability to manage multiple tasks and assignments
REQUIRED KNOWLEDGE, SKILLS, AND TALENTS • Familiarity and foundational understanding of Mac, Windows 10/11 OS, MS365, Entra and Microsoft AD • Familiarity with endpoint imaging, deployment & management solutions (Intune, JAMF Pro) • Sound analytical, planning, organizational, and problem-solving skills • Familiarity with Help Desk ticketing systems • Familiarity supporting A/V solutions in conference rooms and workstations • Familiarity with RDWeb, Cisco VPN, and Microsoft Direct Access • Creative thinker and team-player with an outgoing personality and strong initiative • End-users focus on exceptional support and solution interactions • Ability to manage multiple tasks and assignments