Roles & Responsibilities
- You will support our core platforms - user support, ticketing, procurement, and provisioning
- You will take ownership of customer issues escalations as a member of the IT support staff applying your understanding of systems within multiple applications in our tech stack
- Document all processes and update current documentation for the established process
- Complete and document assigned project work and provide updates to ensure accuracy
- Work with other ITS team members to improve efficiency by implementing new processes, tools, strategies, and automation
- Work collaboratively across IT and serve as an ambassador for the IT organization with our internal stakeholders
- Provide the very best customer service experience for all bricksters when troubleshooting their support requests by applying your technical skills, problem-solving abilities, and specialized knowledge to educate our workforce
- Maintain the asset inventory system and ensure all hardware/software allocations are logged
Minimum Qualifications
- Experience working on a high-volume ticketing system (+4000 PM)
- 5+ years of experience or related experience in administering and maintaining ITSM systems and related tools
- Extensive experience providing high-caliber support to all levels of staff
- Experience supporting customer IT needs within a global team supporting multiple regions and time zones
- In-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Windows 10, Chrome OS, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365)
- Provide other services to reduce tickets and ticket closure times
- Work with partners to find efficiencies and implement improvements to our internal systems
- Working knowledge with securing/management of endpoints using JAMF, Airwatch, and InTune
- Extensive experience troubleshooting AV/Conference room issues, and Office Network related issues
Required Skills
- Customer Support Technician
- IT Support Specialist
Job Type: Full-time
Pay: $28.20 - $35.21 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Experience:
- high-volume Ticketing system: 2 years (Required)
- IT service management: 2 years (Required)
- troubleshooting: 2 years (Required)
- IT Support Specialist: 1 year (Required)
- Customer Support Technician: 1 year (Required)
Ability to Commute:
- New York, NY 10018 (Required)
Ability to Relocate:
- New York, NY 10018: Relocate before starting work (Required)
Work Location: In person