IT Support Technician

RESPONSIBILITIES:

• Primary duty is to provide an excellent customer experience, the support should be immediate and precise on all technical issues related to Laptops Desktops, Mobile Devices and conference rooms.
• Provides support for software, hardware and networking support for desktops, laptops and mobile devices.
• Installs software on computers.
• Install or replaces computer hardware and peripherals (i.e. computers, mobile devices and printers).
• Performs initial troubleshooting on computer-related equipment; arranges for additional support as needed.
• Conducts routine maintenance on computers and peripherals.
• Participates in the planning and implementation of computer upgrades, enhancements and expansions.
• Provides support by identifying, investigating and researching customer questions and problems.
• Repairs hardware or coordinates the repair of hardware devices.
• Provide training and follow-up as appropriate.
• Logs activities within ticketing system for tracking.
• Schedules and provides training sessions as appropriate to meet customer needs.
• Maintains inventory of computer related hardware and software.
• Work collaboratively with department technical liaisons to resolve customer issues.
• Provides follow-up on problems or escalation.
• Maintains a high degree of professionalism in actions, demeanor and dress.
• Ensure that up-to-date support and troubleshooting information is available for customers to reference.
• Ensures customer satisfaction throughout the service delivery transaction.
• Performs other duties as assigned.

QUALIFICATIONS:

• Bachelor's degree in computer science or applicable work experience
• 3+ years of IT support experience
• Proven track record working in an enterprise-level technical support role providing various hardware/software troubleshooting a plus.
• Extensive knowledge of Mac OS, Windows 10; Microsoft Office including Project and Visio.
• Experience at walk-up bar or Executive Support a plus.
• Experience with endpoint management software platforms, desktop provisioning technologies like SCCM, PXE, and JAMF.
• Experience with Active Directory (group access, passwork resets)
• Willing to be flexible with scheduled days and hours with reasonable notice as needed during operations.
• Self-starter able to work with minimal direction who displays initiative and a bias toward action.
• Customer-centric attitude to support and instruct customers to provide efficient resolution of complex problems.
• Able to quickly assess situations and adapt to dynamic priorities.
• High availability, business-hours availability and support required
• Ability to earn trust, maintain positive and professional relationships, and strengthen our culture of inclusion.