Responsibilities:

• Provision, install, troubleshoot/analyze, repair, and upgrade computers using standard systems analysis techniques and procedures. Including modification Windows OS registry entries and macOS PLIST files, among other OS files.
• Build relationships with other on-site technicians as well as provide positive customer experience with each customer interaction, 800+ users. Includes consulting with users on specific software/hardware required to fit their business needs.
• Knowledge of video conferencing tools (Microsoft Teams, Zoom, Webex, etc.)
• Resolve, escalate, and document ServiceNow Incidents and Tasks in a timely manner.
• Ability to work across multiple support/strategy teams to resolve escalated issues.
• Create and maintain IT documentation of processes and procedures to test, analyze, and resolve issues in a timely and efficient manner. 

Minimum Requirements: 

• 2+ years of experience providing technical support for a wide variety of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows, MacOS, Active Directory, Microsoft 365, and mobile devices (iPhone/iPad, Android, Windows Phone.)
• Basic knowledge of network troubleshooting skills.
• Excellent communication skills with clients.
• Able to work flexible hours including being on call.
• Ability to lift up to 30 lbs.

Preferred Requirements: 

• CompTIA A+ Certified.
• 1 year of experience with the macOS operating system.
• Preference for appropriate Microsoft Certification(s) or equivalent experience including:

Legacy:    MCITP-Enterprise, MCSE, MCSA, MCDST

Role Based: Microsoft Certified: Azure Administrator Associate

Microsoft 365 Certified: Modern Desktop Administrator Associate

• Preference for appropriate Apple and/or Jamf Certification(s) or equivalent experience including:

Jamf Certified Associate

Jamf Certified Tech

Jamf Certified Admin

Jamf Certified Expert

Apple Certified Support Professional

Apple Certified IT Professional

• BS/BA in a technical area (CS, Math, Engineering) or equivalent experience.