Technical Support

Job Description

• Provide customer‑first support for a fast‑growing business group of team members in multiple divisions where excellent customer service and engagement are the highest priorities.
• Heavy focus on laptop support with an even mix of Windows PCs, Macs, and mobile devices.
• Assist the Service Desk by actively taking/resolving intake calls.

Responsibilities

• Provide support for a fast‑growing group of team members in multiple divisions.
• Heavy focus on laptop support with an even mix of Windows PCs, Macs, and mobile devices.
• Deliver top‑notch, customer‑focused support.
• Exhibit excellent written and verbal communication skills.
• Engage in cross‑training efforts amongst peers where applicable.
• Contribute to site‑level operational readiness and process improvements.
• Effectively manage up as needed.
• Be self‑aware of skill gaps and work to improve.
• Frequently collaborate with the site lead, acting as backup when delegated.
• Cross‑platform collaboration with immediate peers.
• Assist the Service Desk by actively taking/resolving intake calls.

Basic Qualifications

• 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).

Preferred Qualifications

• 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 defining, implementing, and leveraging process (change, incident, problem) management functions.
• Apple certification(s).
• 1+ years of experience with virtualization technologies, including VMware tools (Fusion, ESX).
• 1+ years of macOS Server administration experience.
• 1+ years of experience with platform management and integration (e.g., Jamf Casper Suite or SCCM).
• 1+ years of experience with productivity tools on Mac (e.g., MS Office, Lync, Skype).
• 1+ years of experience supporting 100+ Mac end users.
• 1+ years of experience with image deployment, software and system testing, and encryption/security tools (e.g., McAfee) on Windows and macOS.