Job Description

We are looking for a skilled IT Field Support Specialist to provide exceptional on-site support in fast-paced tech offices. This role supports a globally recognized leader in SaaS enterprising, and we need a stellar representative to provide above and beyond service to our client.

How You Will Make An Impact:

• Provide White-Glove concierge level customer experience supporting internal employees face-to-face, via chat and over the phone.
• Schedule and communicate travel to regional offices to provide in-person support on a regular basis.
• Provide constant updates to your users to keep them in the loop with the status of their incidents, requests or problems.
• Educate users on basic functions and new technologies that will help streamline their workflow.
• Troubleshoots network connectivity issues including; digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network.
• Supports users on applications and tools within the environment including; Office Suite, RSA, Okta, Collaboration tools (Zoom, WebEx, Jabber, etc), Mac and Windows OS.
• Provide walkup/desktop support during normal business hours, Monday - Friday from 8 am to 5 pm.
• Maintain local inventory to ensure replacement equipment is always on hand.
• Support IT Escalations impacting the site.
• Conference room support and maintenance.
• Coordinate closely with the Office Manager to determine when issues arise how best to resolve them and with which team/course of action.
• Support Local Wallboard maintenance.

What You Will Need To Succeed:

• Strong Windows 7/Windows 10 Enterprise Environment, Mac OS X El Capitan, Sierra, and Catalina respectively.
• Excellent multi-tasking and time management skills with the ability to thrive in a fast-paced, high pressure environment.
• Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment and open to new concepts and/or processes.
• Ability to follow proper escalation paths.
• Inviting personality, friendly, and sociable.
• Ability to take notes and record all interactions and steps taken with the users.
• Ability to keep work area clean and organized.
• Working knowledge of Active Directory and basic AD administration.