What You’ll Do:

As an IT Support Specialist reporting to the Director of Information Technology you will be the first point of contact for IT for all internal customers. You will have the opportunity to be the voice of the user in IT projects and advocate for an exceptional customer experience. This role will allow for partial remote work; you may need to be in the office most weeks, but not every day, in order to address on-site issues.

• Respond to on-call outages based on outage type and on-call rotation.
• Manage user provisioning and de-provisioning including accounts, equipment, data handoff, etc.
• Troubleshoot and resolve issues with laptops, networks, AV, printers, and more.
• Assist in the management of cloud applications including Google Workspace, Office365, Confluence, Slack, and more.
• Take the initiative in identifying and improving internal IT processes.
• Maintain and develop detailed documentation related to IT processes and the end-user knowledge base.
• Assist in process improvement projects and company-wide implementation projects

Qualifications

• Experience installing and supporting Macs, Windows PCs, cloud services such as Google Workspace/Office365, conference room equipment, and printers.
• 3+ years of experience providing technical support in a business environment.
• Experience troubleshooting LAN and Wi-Fi networks.
• Strong written and verbal communication skills.
• Fundamental understanding of networks (firewalls, VLANS, IP/TCP, DNS, DHCP, and SSL).

Useful Knowledge

• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Experience with MDM solutions such as JAMF or Microsoft Endpoint Manager.
• Experience administering Microsoft Azure, Confluence, and Zendesk.
• Linux fundamentals including command line and Bash shell scripting