Technical Support

Summary:

We are seeking an experienced technical support professional to independently resolve complex technical issues for both local and remote users. This role involves providing comprehensive support across various operating systems and platforms, managing IT assets, and contributing to the development of support standards.

Responsibilities:

• Independently resolve complex technical issues for local and remote users.
• Provide support and troubleshooting across operating systems and platforms.
• Manage onboarding/off-boarding processes, including setting up devices and managing account transitions.
• Coordinate escalation of technical issues and ensure resolution.
• Maintain and enhance asset tracking and documentation processes.
• Contribute to the development and improvement of support standards.
• Support identity and mobile device management systems.
• Assign appropriate permissions to users in Active Directory.
• Participate in a rotating on-call support schedule.
• Serve as the senior escalation point and subject matter expert for complex, high-impact, or enterprise-wide technical issues.
• Perform root cause analysis (RCA) for recurring or high-impact issues and drive preventive/corrective action.
• Provide support across enterprise technologies and platforms, beyond local site scope.
• Design and refine IT service operations processes, proposing improvements and tailoring solutions to local/regional conditions.
• Own IT asset lifecycle management: Maintain and enhance asset tracking and documentation processes, inventory management, and end-of-life/lifecycle management.
• Support and troubleshoot A/V and collaboration tools (conferencing systems, meeting room technology, etc.).
• Liaise with and manage A/V vendors to ensure timely resolution of equipment and service issues.
• Create and maintain documentation, knowledge base articles, and Confluence content to support operational continuity and knowledge sharing.
• Mentor and provide technical guidance to junior/intermediate IT support analysts.

Requirements:

• Typically requires a Bachelor's degree in Information Systems, Computer Science, or a related field and 5 to 7 years of related experience in IT support or a similar role or an advanced degree with equivalent experience.

Required Skills:

• Ability to work individually, as a team, and cross-functionally to resolve complex issues.
• Strong customer service, written, and oral communication skills.
• Experience with Active Directory.
• Experience with Office 365 administrative tasks.
• Experience supporting both Windows and MacOS workstations.
• Experience providing effective hardware and software IT support to in-office and remote users.
• Experience with Identity Management tools – (Okta experience a plus).
• Experience with Mobile Device Management tools (Jamf and Intune experience a plus).
• Experience with an IT ticketing system (Remedy, ServiceNow, Salesforce, etc.).
• Experience with Microsoft Azure required.
• Experience with A/V and collaboration tools, including managing A/V vendor relationships.
• Working knowledge of enterprise networking fundamentals (Wi-Fi, VPN, LAN, etc.), basic to advanced.
• Experience designing IT service operations processes and proposing improvements, with the ability to tailor solutions to local/regional conditions.
• Strong documentation skills – able to create and maintain SOPs, knowledge base articles, and Confluence content.
• Experience with IT asset management: device procurement planning, inventory management, and lifecycle management.
• Experience performing root cause analysis (RCA) on recurring or high-impact incidents.
• Demonstrated ability to support enterprise-wide technologies and systems.

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