Job Description

Functioning as part of a Help Desk support team, individuals in this position will serve as a first point of contact providing day-to-day comprehensive technical support to end-users in the areas of hardware, software applications, mobile devices, and network connectivity. The IT Support Specialist will assume full ownership of request and incident resolution, status and tracking of individually assigned tickets, as well as complete Help Desk tasks including initial ticket triage, prioritization, and escalations. Customer predominantly uses Mac OS and Chrome OS, with a growing Windows environment.

How You Will Make An Impact:

• Answer questions and provide support for employees in person and online (via email, Slack, and tickets)
• Set up and troubleshoot Computers for employees (primarily MacOS but Windows and Chromebooks in fleet)
• Work with various IT departments and the IT Support team to be the point person at the office to perform important tasks such as troubleshooting network connectivity, testing Audio/Visual (AV) equipment, and handling inventory
• Offer ideas to streamline our processes and improve upon existing programs
• Take on projects of impact to the employee experience
• Perform small project-based work to improve IT systems
• Assist with troubleshooting Bitcoin Mining prototype hardware and software
• Showcase your knowledge by training other employees on new applications, hardware, and more

What You Will Need to Succeed:

• Minimum 2 years of Technical Support experience troubleshooting iOS, Chrome OS and Windows systems
• Experience with GSuite tools including GMail, Google Docs, and Google Calendar
• Empathy and passion for the customer’s experience
• A drive to assist customers and solve their technical problems
• A history of providing great customer services
• Experience with MacOS, Chrome, and Windows
• Problem solving and intuitive troubleshooting skills
• Handling multiple issues of varying complexities and priorities at once. Time management and excellent computer skills are a must
• An understanding of connecting computers to networks especially over WiFi
• A human-centric approach to your work. You want to be a resource for employees, to help answer questions they have, while in the office
• An understanding of A/V concepts and functionality
• VOIP administration experience
• Command-line Unix experience
• Exceptional verbal and written communication skills with an emphasis on being clear, concise, and friendly
• You have a history of expanding your knowledge via technical training (self- taught and/or formal) and certification

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