Provide technical support to TCB employees via phone, remote screen-share, and in person while adhering to company standards and guidelines.
Remotely support employees who are based on-site, traveling, or at remote offices.
When required, perform software deployment and implementations.
Thoroughly document support activities in a ticketing system, keeping track of ongoing issues and providing effective solutions.
Create Knowledge Base articles for unique solutions to new technical challenges that arise.
Maintain computers and mobile devices with updates to ensure usability and security.
Identify and diagnose any issues that arise and offer effective solutions, following through to resolution.
Work with vendors and staff to create laptop images with the latest updates and configurations.
Represent the IT department with the highest level of professionalism and customer service.
Other duties as assigned.

Requirements

High School Diploma or GED required
2-year college program or equivalent work experience preferred
Working knowledge of Microsoft Office 365 and Active Directory
Strong technical proficiency with enterprise technology platforms such as networking, information security, end user computing, mobile device technology, telephony, cloud solutions, email, and collaboration tools.
3 years of experience delivering technology support across a diverse range of IT services and technologies, including standard operating systems, desktop applications, and network infrastructure.
Strong track record of exemplifying customer service excellence and accountability/ownership for the total customer experience.
Demonstrated ability to perform well and demonstrate sound judgement under stress when confronted with emergencies, critical, or unusual customer situations.
Ability to maintain a strong sense of urgency.
Demonstrated ability to effectively and positively manage significant change (i.e., organizational, technical, functional) while maintaining a focus on customer support.
Strong written and oral communication skills with the ability to clearly communicate to external and internal clients regarding support operations and new/enhanced services.
Ability to adapt communication style to diverse audiences within the TCB community
Strong time management skills, including the ability to multitask, organize workflow, prioritize tasks, and manage a changing workload individually and across a team.
Experience working with the following systems and software a plus: Microsoft Office 365, Cisco Meraki Networks, Zoom, Mimecast, DUO, Okta, Malwarebytes, and Security Systems (Cameras, NVR, Fobs, Intercoms).

Benefits

Medical, dental, and vision insurance
12 Paid Holidays & tenure-based PTO accruals
Employer contributions to Health Savings Accounts
Company paid Life & Disability Insurance
403(b) retirement plan with company match
Tax-advantage accounts: commuter/parking, medical & dependent care FSA
Hospital & Critical Illness Insurance
Confidential, 24/7 Employee Assistance Program

Applicant Tracking System Keywords

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

Hard skills

technical supportsoftware deploymentnetwork infrastructureend user computinginformation securitymobile device technologytelephonycloud solutionsdesktop applicationsoperating systems

Soft skills

customer service excellenceaccountabilitysound judgementsense of urgencychange managementwritten communicationoral communicationtime managementmultitaskingorganizational skills

Certifications

High School DiplomaGED