Solving end user issues quickly and efficiently, with a strong emphasis on providing a great service experience throughout the issue resolution process, leaving detailed notes for other staff to reference.
Communicating with users directly via Google Meet, Zoom, or Phone Call
Installing, configuring, and mentoring end users on client-approved software
Maintaining and coordinating IT training support for new client staff, as requested or scheduled
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
Responding to tickets and maintaining ticket system notes to identify chronic problem areas and measure program effectiveness
Providing coverage during peak support times, team PTO, or increased client demand
Willingness to work outside of normal business hours on an as-needed basis
Assist with inventory management of client-owned technology, including organizing equipment, tracking inventory levels, and supporting related tasks as needed
Troubleshoot on-site video conferencing and network equipment (e.g., Zoom Rooms, conference cameras, microphones, switches, and wireless connectivity)
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
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.
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.
Ability to work flexibly on a contract basis, with hours varying based on business needs

Applicant Tracking System Keywords

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

Hard Skills & Tools

help desk supportIT automationtroubleshootinginventory managementadware removalspyware removalvirus removalsoftware installationconfigurationclient mentoring

Soft Skills

customer servicecommunicationproblem-solvingrelationship buildingflexibilityteam collaborationtime managementattention to detailadaptabilitymentoring