Role: End User Computing Technician/Desktop support
Location: Austin, TX-Onsite
Type: Contract
Client: Juul Labs
W2 candidates only
Job Description:
Essential Duties and Functions:
Work as part of the IT support team to image, deploy, troubleshoot, organize, maintain, and categorize end user hardware in support of identified business needs
Resolve service requests in form of incident or requests tickets meeting or exceeding SLA
Respond to requests and problems including installing, monitoring, diagnosing, repairing, maintaining, and upgrading all hardware and software to ensure optimal mobile or workstation performance
Execute the onboarding and offboarding process including imaging, deployment, equipment returns and replacements
Collaborate in the hire process from account creation through machine deployment including shipment tracking and coordinating with HR
Maintain an accurate inventory of all unassigned, deployed, retired, and disposed hardware and peripherals
Track, organize, and backup assets as needed for Legal Hold
Manage Apple equipment set-up, configuration and deployment leveraging Jamf and other MDM tools as defined by the company
Work on break-fixes, swaps, and accessories and equipment deployment
Partner with the Global Logistics team to deploy and track international shipments while following and maintaining best practices
Partner with the Global AV support team to support and maintain audio-visual equipment, and coordinate with third party vendors and teams for the resolution of escalated tickets in connection with the AV infrastructure operation.
Participate in root cause analysis on recurring tickets and identify opportunities for automated remediation
Provide basic business level application support
Participate in special projects related to the IT function
Build or expand Confluence documentation to drive efficiency and standardize best practices
Perform other duties as assigned
QUALIFICATIONS:
7+ years of experience in a desktop or executive support role in a structured corporate environment
5+ years of experience in Apple device management, MacOS and iOS, in a medium to large size organization
5+ years of experience in Jamf tools, for MDM
Exceptional communication and customer service, dealing with executive-level users
Ability to work independently with little supervision
Able to effectively interact with end users including managers and directors
Experience with ServiceNow ticketing system
Friendly team player that leads by example, believes in collaboration, and works hard to communicate with team members
Expertise with MacOS, iOS operating systems
Knowledge using remote access tools (VPN, VDI, LMI)
Azure and Intune experience a plus
Knowledgeable in Okta, GSuite, Office, and Box
Troubleshoot and diagnose easy to complex hardware problems
Proactively seeks learning opportunities and is a self-starter
Innate ability to communicate a point of view or successfully simplify a process to educate end users
Manage multiple tasks, be detail oriented, responsive, and demonstrate independent thought and critical thinking
Job Type: Contract
Pay: $40.00 - $47.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- Help desk: 7 years (Required)
- Windows: 7 years (Required)
- Mac OS: 5 years (Required)
- iOS: 5 years (Required)
- Mobile device management: 5 years (Required)
- OKTA: 5 years (Required)
- Google Suite: 5 years (Required)
- Box truck: 5 years (Required)
Ability to Commute:
Ability to Relocate:
- Austin, TX: Relocate before starting work (Required)
Work Location: In person