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Tech Stack
Tools & technologiesAndroidiOSITSMJamfMacOS
About the role
Key responsibilities & impact- - Provide advanced Tier II technical support for Windows, macOS, iOS, and Android devices and operating systems.
- - Diagnose and resolve complex hardware, software, account, application, and peripheral issues through onsite and remote support channels.
- - Administer Active Directory user accounts, security groups, permissions, password resets, and related access requests in accordance with established procedures.
- - Support Microsoft Windows and Microsoft 365 applications, including Microsoft 365 Apps for enterprise, SharePoint, and Exchange Online.
- - Troubleshoot remote access tools, virtual support sessions, and VPN connectivity for end users.
- - Support mobile devices and enterprise mobility services, including enrollment, configuration, compliance, and troubleshooting through MDM platforms such as JAMF, Apple Business Manager, Workspace ONE, or Microsoft Intune.
- - Create, update, route, and resolve incidents, service requests, changes, and knowledge articles within an IT service management platform such as BMC Helix (Remedy).
- - Escalate unresolved or high-impact issues to Tier III teams and collaborate with infrastructure, security, application, and network support personnel through resolution.
- - Document troubleshooting steps, resolutions, known errors, and recurring issues to improve service quality and knowledge sharing.
- - Maintain accurate inventory, asset, and support records and follow applicable security, configuration, and change-control requirements.
- - Install, configure, deploy, move, and replace end-user computing equipment and peripherals.
- - Lift and transport equipment weighing up to 50 pounds when performing onsite hardware support.
- - Provide clear, professional communication to users and stakeholders regarding issue status, resolution, and next steps.
Requirements
What you’ll need- - Five (5) years of advanced-level technical support experience with Windows, macOS, iOS, and Android operating systems.
- - Five (5) years of experience administering Active Directory users, accounts, groups, and access.
- - Five (5) years of experience supporting Microsoft Windows and Microsoft 365 applications.
- - Five (5) years of experience using incident, change, or knowledge management systems, such as BMC Helix (Remedy).
- - Three (3) years of experience supporting users through remote access software.
- - Three (3) years of experience troubleshooting remote connectivity and VPN solutions.
- - Experience supporting Microsoft 365 Apps for enterprise, SharePoint, and Exchange Online.
- - Experience supporting mobile operating systems, including iOS and Android.
- - Experience with MDM tools such as JAMF, Apple Business Manager, Workspace ONE, or Microsoft Intune.
- - Ability to lift up to 50 pounds of equipment as needed for onsite hardware support.
- - Ability to communicate technical information clearly to users with varying levels of technical proficiency.
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