Based on strong MacOS and Windows desktop support knowledge in a global corporate environment, respond to internal IT requests in a timely manner with excellent customer service
Provide support for business applications including Google G Suite for Business, Microsoft Office Suite, Slack, Mimecast, Salesforce and NetSuite
Assist in the administration of E-mail, Slack, Druva, Active Directory, Jamf, MDM, SCCM, Zoom, Adobe, and other corporate, IT and Security SaaS applications
Execute imaging procedures and new hire technology and workspace onboarding as well as user account provisioning in accordance with requisite compliance guidelines
Identify complex problems, investigate root-causes, and recommend scalable solutions
Participate in a global follow-the-sun support team environment. This position may require someone who can come in early, stay late, and assist on the weekends as the business requires
Keep team and manager informed of trends, significant problems, or unexpected delays and make proactive recommendations for improvements
Create and update procedures and technical documentation in our knowledge base and IT support pages
Able to work on projects and meet deadlines while maintaining quality of work and balancing with day-to-day support functions
Requirements:
3+ Years experience in a Help Desk Technical Support role including multi-site global support with a proven track record in fast-paced business environments greater than 500 people
College degree or equivalent work experience
Excellent customer service and communication skills
Extensive knowledge of MacOS operating systems in an enterprise environment
Experience supporting business applications including Google G Suite for business and Microsoft Office suite
Ability to absorb and retain information quickly
Experience supporting both on-site and remote users using remote connectivity tools
Experience with automated application deployment and remote access technologies
Strong understanding of ticketing, security patching and desktop imaging systems
Highly self-motivated and directed
Keen attention to detail and superb organizational skills
Strong troubleshooting and problem-solving skills
Experience working in a team-oriented, collaborative environment
General knowledge of TCP/IP and network topologies
Healthcare or other security/compliance regulated industry experience preferred
