You will support our core platforms - user support, ticketing, procurement, and provisioning
You will take ownership of customer issues escalations as a member of the IT support staff applying your understanding of systems within multiple applications in our tech stack
Document all processes and update current documentation for the established process
Complete and document assigned project work and provide updates to ensure accuracy
Work with other ITS team members to improve efficiency by implementing new processes, tools, strategies, and automation
Work collaboratively across IT and serve as an ambassador for the IT organization with our internal stakeholders
Provide the very best customer service experience for all bricksters when troubleshooting their support requests by applying your technical skills, problem-solving abilities, and specialized knowledge to educate our workforce
Maintain the asset inventory system and ensure all hardware/software allocations are logged
Competencies
Experience working on a high-volume ticketing system (+4000 PM)
3+ years of experience or related experience in administering and maintaining ITSM systems and related tools
Extensive experience providing high-caliber support to all levels of staff
Experience supporting customer IT needs within a global team supporting multiple regions and time zones
In-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Windows 10, Chrome OS, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365)
Provide other services to reduce tickets and ticket closure times
Work with partners to find efficiencies and implement improvements to our internal systems
Working knowledge with securing/management of endpoints using JAMF, and InTune
Experience troubleshooting AV/Conference room issues, and Office Network related issues
