Information Technology Support Technician

• First Point of Service Excellence: Provide exceptional first-level technical support to our work-at-home workforce, addressing hardware, software, and network connectivity issues in real-time.
• Remote Assistance Mastery: Utilize various remote tools, web meetings, email, service desk tickets, and instant messaging to deliver prompt and effective solutions to end-users.
• Closure Rate Optimization: Achieve a high closure rate for first-level support by leveraging a diverse set of remote software tools to troubleshoot and resolve technical issues.
• Thorough Documentation: Document all resolutions and escalations meticulously within our internal ticketing system to ensure a comprehensive and organized record of IT support activities.
• Hardware Configuration and Troubleshooting: Configure and troubleshoot a range of devices, including computers, thin clients, Mac computers, and peripherals necessary for our work-at-home operations.
• Procedural Adherence and Continuous Improvement: Follow established procedures while occasionally exercising sound judgment. Contribute to the development of new standard operating procedures as we acquire new technologies, with a focus on meticulous task documentation.
• Process Enhancement: Improve existing processes by evaluating objectives, reviewing proposed changes, and making recommendations to enhance efficiency and effectiveness.
• Information Security Compliance: Reinforce information security compliance across all IT support activities.
• Knowledge/Skills:
• 2+ years of work experience in a fast-paced IT desktop support role; BPO experience is preferred.
• Proficiency in Windows Operating Systems and Microsoft Office 365.
• Proficiency in Mac OS Operating System and software products.
• Proficiency with computer hardware, thin client hardware, software, VPN, and remote computer tools.
• Thorough documentation of all technical interactions and resolutions is required to ensure comprehensive tracking of IT support activities.
• VMware knowledge.
• Knowledge of Windows Active Directory.
• Intune MDM and Jamf MDM.
• MFA knowledge in configuring and managing end-users.
• Excellent written and verbal communication skills with the ability to interact with non-tech users.
• Flexibility to work evening and weekend hours when needed.
• Ability to learn and understand new and potentially complex products.
• Strong problem-solving skills.
• Demonstrates honesty, integrity, and teamwork.
• Adaptable to change and able to work under pressure.
• Good time management skills and ability to multitask.
• Maintains high standards of ethical and professional conduct.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!