Technical Support

Requirements

• Top-notch customer-focused support
• Excellent written and verbal communication skills
• Self-aware of gaps in skills, works to improve
• High School Diploma, GED, or equivalent certification
• At least 3 years of experience in remote administration and end-user support
• At least 3 years of experience with Windows 10 or earlier operating systems
• At least 3 years of experience with ticketing and traffic reporting tools (Zendesk, HPSM, ServiceNow)
• At least 1 year of experience with Google Suite applications
• At least 1 year of experience with macOS (High Sierra)
• Bachelor’s Degree in Business, Information Systems, Computer Science or Military experience
• 1+ years of experience with Active Directory services integration
• 1+ years of experience with defining, implementing, and leveraging process (change, incident, problem) management functions
• Apple certification(s)
• 1+ years of experience with virtualization technologies, to include VMWare tools (Fusion, ESX)
• 1+ years of macOS Server administration experience
• 1+ years of experience with Active Directory
• 1+ years of macOS Server administration experience
• 1+ years of experience with platform management and integration, to include JAMF Casper Suite or SCCM
• 1+ years of experience with productivity tools running on Mac, to include MS Office, Lync, or Skype
• 1+ years of experience with Mac experience supporting 100+ end users
• 1+ years of experience with image deployment, software, and system testing, and encryption and security tools (McAfee) on Windows and macOS

Responsibilities

• Provide customer-first support for a fast-growing business group of team members in multiple divisions where excellent customer service and engagement are our highest priorities
• Heavy focus on laptop support with an even mix of Windows PC’s, Macs, and Mobile Devices
• Assist the Service Desk by actively taking/resolving intake calls
• Provide support for a fast-growing group of team members in multiple divisions
• Heavy focus on laptop support with an even mix of Windows PC’s, Macs, and Mobile Devices
• Engaged in cross-training efforts amongst peers where applicable
• Contribute to site-level operational readiness, process improvements
• Effectively manages up as needed
• Frequent collaboration with the site lead, acting as back-up when delegated to
• Cross-platform collaboration with immediate peers
• Assist the Service Desk by actively taking/resolving intake calls

Skills