Enterprise Support I

The role will be for a key member within the Enterprise Support team. The support scope of this position includes, but is not limited to G-Suite, MacOS, Linux, iOS, Windows, Okta, Jira, laptops, desktops. This role has the responsibility of imaging, deploying and provisioning assets to end users with the expectation of customer service excellence.

What you'll do:

• Support the user community via service desk tickets, walk up, email and chat
• Ensure that all requests from users are logged and escalation procedures are followed
• Manage user accounts
• Manage desktop/software assets
• Assist Network Operations team with troubleshooting of network issues
• Assist Network Engineering team with deployment of network devices
• Install, move, add and change user desktops, laptops and tablets
• Identify, investigate and research user questions and problems as well as isolate, resolve or escalate information systems problems
• Install and configure Linux desktop computer system hardware and software (including operating system and applications software)
• Install and configure printers and various network connected equipment
• Develop technical guidelines and document processes for desktop support area
• Coordinate special projects and system upgrades
• Brief customers and/or management on the status of the resolution efforts
• Take ownership of production related incidents including communications, escalations and follow-up for root cause analysis
• Work closely with other members of the department on corporate initiatives
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines

What you'll need to succeed:

• Certified Apple Reseller Certification
• Proven strong analytical and problem solving skills
• 2+ years of IT desktop support experience for Apple MacOS, Ubuntu Linux
• Strong familiarity with G-Suite, Zoom, Slack and other collaboration platforms
• Experience with automated desktop deployments using modern configuration management systems
• Advanced understanding of Wired and Wireless Networking concepts, general troubleshooting steps and network tools
• JIRA, JAMF, Okta, Zoom and Splunk experience is desirable
• Extensive knowledge of computer hardware
• Strong written and verbal communication skills
• Demonstrated ability to work independently and multi-task in an environment of changing priorities
• Demonstrated ability to effectively collaborate and coordinate across geographically distributed teams
• Proven resourcefulness, creativity and troubleshooting skills
• Experience working in a fast-paced support role
• IP networking and subnetting knowledge
• Basic knowledge of networking technology and troubleshooting.

Nice to have:

• 3+ years of overall IT support experience
• Familiarity with ITIL standards
• Familiarities with Microsoft Outlook 365
• Networking experience

Job Types: Full-time, Contract

Pay: $ $30.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person