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Tech Stack
Tools & technologiesAndroidiOSITSMJamfMacOSTCP/IP
About the role
Key responsibilities & impact- Provide advanced Tier I technical support for end-user hardware, software, mobile devices, printers, and peripheral equipment, including complex and high-visibility issues.
- Configure, troubleshoot, and support commercial off-the-shelf applications and devices across Windows, macOS, iOS, and Android environments.
- Independently diagnose and resolve complex technical issues involving physical devices, network connectivity, applications, authentication, and user access.
- Use TCP/IP tools and protocol commands to investigate and resolve connectivity and performance issues.
- Administer Active Directory user accounts, permissions, and access-related requests in accordance with established procedures.
- Support Microsoft Windows 10, Microsoft 365 applications, Office 365 ProPlus, SharePoint, and Exchange Online.
- Assist users with remote access tools, virtual private network connectivity, and secure authentication technologies.
- Support mobile device enrollment, configuration, and troubleshooting using enterprise mobile device management platforms.
- Own incident, change, and knowledge records through resolution within the organization's IT service management system, ensuring accurate documentation and timely status updates.
- Perform business and systems analysis to identify root causes, develop sustainable resolutions, recognize recurring trends, and recommend process improvements.
- Serve as an escalation point for difficult, sensitive, or executive-level support issues and coordinate with higher-tier teams when necessary.
- Communicate clearly and professionally with end users, technical teams, management, and executive-level personnel.
- Develop and maintain technical documentation, troubleshooting guides, and knowledge articles for recurring or complex support issues.
- Work independently, prioritize competing requests, meet established service levels, and provide guidance to less-experienced support personnel as needed.
Requirements
What you’ll need- At least one year of experience supporting macOS environments.
- At least one year of experience supporting remote access tools such as Cisco AnyConnect.
- At least one year of experience supporting VPN and secure remote connectivity solutions.
- At least three years of experience working in an IT call center or service desk environment.
- At least three years of experience administering Active Directory users and accounts.
- At least three years of experience supporting Microsoft Windows 10 and Microsoft 365 applications.
- At least three years of experience supporting iOS and Android mobile operating systems.
- At least three years of experience supporting Microsoft Office 365 ProPlus, SharePoint, and Exchange Online.
- At least three years of experience using incident, change, or knowledge management systems, such as BMC Helix or Remedy.
- Experience with mobile device management tools such as JAMF, Apple Business Manager, Workspace ONE, or Microsoft Intune.
- Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems.
- Foundational knowledge of physical, network, and application layers, including familiarity with TCP/IP troubleshooting tools and protocol commands.
- Demonstrated business and systems analysis skills to identify, understand, and resolve user issues.
- Strong customer service, verbal communication, written communication, and interpersonal skills.
- Ability to maintain professionalism when supporting executive-level staff and management.
- Ability to work effectively in a fast-paced environment, manage competing priorities, and meet tight deadlines.
- Ability to work both independently and with supervision, depending on operational requirements.
Benefits
Comp & perks- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off
- Family Leave (Maternity, Paternity)
- Short Term & Long-Term Disability
- Training & Development