IT support

Outcomes

• You will support our core platforms - user support, ticketing, procurement, and provisioning
• You will take ownership of customer issues escalations as a member of the IT support staff applying your understanding of systems within multiple applications in our tech stack
• Document all processes and update current documentation for the established process
• Complete and document assigned project work and provide updates to ensure accuracy
• Work with other ITS team members to improve efficiency by implementing new processes, tools, strategies, and automation
• Work collaboratively across IT and serve as an ambassador for the IT organization with our internal stakeholders
• Provide the very best customer service experience for all bricksters when troubleshooting their support requests by applying your technical skills, problem-solving abilities, and specialized knowledge to educate our workforce
• Maintain the asset inventory system and ensure all hardware/software allocations are logged

Competencies

• Experience working on a high-volume ticketing system (+4000 PM)
• 2+ years of experience or related experience in administering and maintaining ITSM systems and related tools
• Extensive experience providing high-caliber support to all levels of staff
• Experience supporting customer IT needs within a global team supporting multiple regions and time zones
• In-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Windows 10, Chrome OS, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365)
• Provide other services to reduce tickets and ticket closure times
• Work with partners to find efficiencies and implement improvements to our internal systems
• Working knowledge with securing/management of endpoints using JAMF, Airwatch, and InTune
• Extensive experience troubleshooting AV/Conference room issues, and Office Network related issues