Solving end user issues quickly and efficiently, with a strong emphasis on providing a great service experience throughout the issue resolution process - leveraging video conferencing and phone support as needed
Responding to tickets, and maintaining ticket system and service notes to identify chronic problem areas and measure program effectiveness
Performing deep-dive troubleshooting across Windows/Mac OS, network, and SaaS platforms.
Assisting with tool migrations and rollouts
Investigating phishing reports, suspicious logins, and endpoint alerts
Supporting SSO, MFA, conditional access, and identity governance controls
Creating and maintaining documentation of IT procedures and policies
Installing, configuring, and mentoring end users on client-approved software
Maintaining and coordinating regular IT training sessions with new client staff
Assisting in improving existing IT automation tools and workflows
Removing Adware, Spyware, and Viruses as detected on client hardware
Coordinating with client HR / Ops staff to set up accounts and workstations for new personnel
Willingness to work outside of normal business hours as required
Willingness to travel as required
Other duties as needed

Requirements

At least 2 years of Mac & Windows help desk experience, or 3+ years of experience in customer facing, sys-admin, or similar roles
We are seeking an individual with IT knowledge who is trustworthy, responsive, and eager to learn.
The candidate must be comfortable interacting with end users as their primary responsibility and have a track record of proven customer service success.
Experience in a customer-facing role, and a track record of providing great customer/client experiences.
Previous experience supporting Google Workspace and macOS in a fast-paced environment, Microsoft 365 and PC support, and experience at an organization that used Slack as its primary communication tool are a plus.
It’s important that the individual who fills this role is a self-starter, knows how to do the research, and can pick up new systems and technical concepts quickly.
Ability to establish and maintain key relationships with the internal team, and diverse stakeholders and partners.
Willingness to work outside of normal business hours as required.
Willingness to travel as required.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingWindows OSMac OSSaaS platformsSSOMFAidentity governanceIT automationAdware removalVirus removal

Soft Skills

customer servicetrustworthyresponsiveeager to learnself-starterrelationship buildingcommunicationproblem-solvingmentoringtraining