Job Overview
Working in this role, you will interact with and support employees daily to provide solutions to a variety of technical requests. This will occur both in person and via our ticketing system. You will spend time resetting passwords, adding members to groups, and solving basic Apple, Windows, and Application issues via phone, walkups and electronic queues are standard. But you will also learn about IT at scale, having an opportunity to learn, grow and advance your career.
You’ll spend time on the following:
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You will field incoming requests to the Help Desk via phone, email, chat and our Help Desk ticketing system
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You will ensure courteous, timely, and effective resolution of end-user issues
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The team’s success starts with building trust among all staff, so your interpersonal skills are crucial
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You will record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, actions taken, and final resolutions
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Apply diagnostic utilities to aid in troubleshooting
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Identify and learn appropriate software and hardware used and supported by the organization
We’re excited about you if you have:
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3+ years of IT support experience in a mixed desktop environment (Apple and Windows)
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2+ years of experience helping customers directly
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Experience handling support requests through a ticketing system, using clear and detailed communication
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Experience supporting OS images with either network-based cloning or deployment services automated installation routines, such as PXE boot
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A curious and can-do mindset, where you learn more about the IT environment and tackle additional responsibilities
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You have meticulous attention to detail and have delivered results while juggling multiple projects
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You have excellent interpersonal, written, and verbal communication skills, and can understand and explain customer situations and solutions
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You take a positive approach to problems – both big and small
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You work effectively both independently and as a part of a team
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You are able to lift at least 50 lbs (Space Cat is surprisingly heavy)
