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Tech Stack
Tools & technologiesAndroidiOSITSMJamfMacOSTCP/IP
About the role
Key responsibilities & impact- Provide Tier II technical support for escalated end-user hardware, software, mobile device, printer, peripheral, account, and connectivity issues.
- Configure, troubleshoot, and support commercial off-the-shelf software and hardware across Windows, macOS, iOS, and Android environments.
- Diagnose and resolve advanced technical issues involving operating systems, applications, authentication, user access, network connectivity, and device performance.
- Use TCP/IP tools, protocol commands, and structured troubleshooting methods to identify and resolve technical issues.
- Administer Active Directory user accounts, group memberships, permissions, password resets, and access requests in accordance with established procedures.
- Support Microsoft Windows, Microsoft 365 applications, Office 365 ProPlus, SharePoint, and Exchange Online.
- Support remote users through remote access software, VPN technologies, and secure connectivity solutions.
- Configure, enroll, and troubleshoot mobile devices using enterprise mobile device management platforms such as JAMF, Apple Business Manager, Workspace ONE, or Microsoft Intune.
- Create, update, and manage incident, change, and knowledge records within an IT service management platform such as BMC Helix or Remedy.
- Analyze recurring user issues, identify root causes, and recommend improvements to troubleshooting procedures, documentation, and service delivery.
- Escalate unresolved or high-impact issues to senior technical teams and coordinate follow-through until service is restored.
- Communicate clearly and professionally with end users, technical teams, management, and executive-level personnel.
- Develop and maintain technical documentation, troubleshooting guides, and knowledge articles.
- Work independently and collaboratively, prioritize competing requests, meet service-level expectations, and assist with onsite equipment deployment or relocation as needed.
Requirements
What you’ll need- At least five years of advanced-level experience supporting Windows, macOS, iOS, and Android operating systems.
- At least five years of experience administering Active Directory users and accounts.
- At least five years of experience supporting Microsoft Windows and Microsoft 365 applications.
- At least three years of experience supporting clients through remote access software.
- At least three years of experience supporting VPN and secure remote connectivity.
- At least five years of experience using incident, change, or knowledge management systems, such as BMC Helix or Remedy.
- Experience supporting Microsoft Office 365 ProPlus, SharePoint, and Exchange Online.
- Experience supporting iOS and Android mobile operating systems.
- Experience with mobile device management tools such as JAMF, Apple Business Manager, Workspace ONE, or Microsoft Intune.
- Working knowledge of physical, network, and application layers, including TCP/IP troubleshooting tools and protocol commands.
- Strong customer service, verbal communication, written communication, and interpersonal skills.
- Ability to communicate professionally with executive-level staff, management, technical teams, and end users.
- Ability to operate 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.
- Ability to lift and move equipment weighing up to 50 pounds as needed for onsite hardware support.
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