Pay Range: $35/hr – $40/hr, the pay rate may differ depending on your skills, education, experience, and other qualifications.

Featured Benefits:

• Medical insurance in compliance with the ACA
• 401(k).
• Sick leave in compliance with applicable state, federal, and local laws.

Duties:

• The candidate must be a great communicator with superior customer service demeanor and the ability to provide tier-2 level of troubleshooting with a solid understanding of both Windows and Mac equipment/systems.
• ServiceNow or similar ticketing system, intune/jamf/airwatch (ideal, not required), bomgar or similar remote tool.

Responsibilities:

• Provides accurate, consistent, creative and timely solutions to user problems of moderate technical difficulty to ensure continued user productivity both in local and remote environments. These solutions should be based upon internal standards and procedural guidelines.
• Adheres to established standards in resolving problems and provide recommendations consistently on process improvements.
• Tracks calls and enters solution data in knowledgebase
• Review documented requests for improvements as needed in a timely manner with a Queue Engineer and/or Queue Manager as guided by internal procedures. Consistently reviews and evaluates knowledge base articles and documents for latest updates.
• Collaborates with fellow colleagues as necessary to resolve support requests, cross train team members and manage KTLO (Keep The Lights On) queue
• Escalates problems to appropriate individual based on established guidelines and procedures
• Advanced level support of all client supported software and hardware, including desktops, laptops, MAC OS, PCs, Productivity Office Suites, and Business Information Systems. Standardize and maintain operating procedure and technical specifications documentation for MACs, PCs, desktop hardware and related hardware
• Configures and coordinates new hire and lifecycle computer/software upgrades while also reviewing the process consistently to provide input on future updates to the process.
• Provides support for conferences, presentation, meetings and events including setup and initializing of audio/visual equipment
• Have a thorough understanding of current product offerings and support policies to provide technically accurate solutions to customers.
• Provides input to processes, procedures and service descriptions to achieve a high level of customer satisfaction.
• Assists in special program-related issues as needed, with the flexibility to change focus as necessary

Required Skills: 

• 5 + years of experience in computer systems or IT support, with technical proficiency in both Windows and MAC workstation operating systems, tools and productivity office suites.
• Advanced level experience in MAC /PC hybrid environments including mobile devices.
• Proficient in supporting Microsoft Office applications including: Outlook, Word, Excel, and PowerPoint. Prior experience in Visio, SharePoint, and Project is a plus.
• Strong troubleshooting skills with various COTS products, including Acrobat and Symantec.
• Excellent understanding of network connectivity and Active Directory.
• Bachelor’s degree or equivalent applicable industry experience in computer science or a related subject required, plus additional related technical courses or professional training.
• Authorized MAC certified technician is preferred.
• Help Desk Institute and A+ certification encouraged.
• Familiarity with ITIL framework and HDI best practices.

Additional Skills:

• Demonstrate a professional customer-focused attitude, including being personable, respectful, and deferential to clients within the framework of the organizational requirements.
• Ability to maintain a high level of client trust and confidence while assisting users to understand technology policies and implications of various decisions.
• Excellent telephone, organization, oral and written communication as well as demonstrated problem solving skills.
• Requires use of a wireless handheld device for contact throughout the workday and on after hours shift as required through rotation.
• Basic to intermediate knowledge of telecommunication and network protocols and hardware.