IT Support Specialist

Intro

• Duties in this role include:
• Service Desk Monitor and triage incoming tickets in the IT Helpdesk Ticket Queue Provide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issue Research technical solutions in department specific applications Diagnose, troubleshoot and resolve laptop, account and mobile issues Follow up with end users, provide feedback, and see problems through to resolution Support multiple locations and must be versed in providing remote support Adhere to service level agreements and targets Document procedures and develop end user instructions
• Monitor and triage incoming tickets in the IT Helpdesk Ticket Queue
• Provide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issue
• Research technical solutions in department specific applications
• Diagnose, troubleshoot and resolve laptop, account and mobile issues
• Follow up with end users, provide feedback, and see problems through to resolution
• Support multiple locations and must be versed in providing remote support
• Adhere to service level agreements and targets
• Document procedures and develop end user instructions
• Site Support Provide in-office and walk-up help desk support for local staff Comfortable with supporting Zoom rooms and equipment Support 3rd party site technicians as needed (telcos, workstation techs, other technical dispatches, etc.) Manage on-premise hardware inventories Provision, recover and redeploy laptops and peripherals Provide back-up support for Service Desk as required.
• Provide in-office and walk-up help desk support for local staff
• Comfortable with supporting Zoom rooms and equipment
• Support 3rd party site technicians as needed (telcos, workstation techs, other technical dispatches, etc.)
• Manage on-premise hardware inventories
• Provision, recover and redeploy laptops and peripherals
• Provide back-up support for Service Desk as required.
• On/Off-Boarding Process new hire requests, image and deploy laptops to new hires Perform New Hire Orientations Process off-boarding requests, asset and license recovery, and machine reimaging
• Process new hire requests, image and deploy laptops to new hires
• Perform New Hire Orientations
• Process off-boarding requests, asset and license recovery, and machine reimaging
• Account Administration Seek and document approvals and create user accounts as requested for both new hires and ad-hoc requests Terminate access as require for both scheduled and unscheduled termination as well as ad-hoc non-termination based account reductions and eliminations Participate in and support audit activities, including but not limited to SOX and internal and external audits
• Seek and document approvals and create user accounts as requested for both new hires and ad-hoc requests
• Terminate access as require for both scheduled and unscheduled termination as well as ad-hoc non-termination based account reductions and eliminations
• Participate in and support audit activities, including but not limited to SOX and internal and external audits
• Hardware Support
• Install, configure, repair and maintain computers, desktop operating systems, software, and peripherals
• Troubleshoot network and remote access connectivity issues
• Knowledge of iPads, iPhones, AndroidProductivity and Application Support
• G-Suite (Docs, Sheets, Slides, Mail, Calendar)
• Microsoft Office Suite (Word, Excel, Power Point, Outlook)
• Other workstation and cloud applicationsCollaboration Tools and Conference Rooms
• Slack, Zoom, G-Suite
• Audio Video and collaboration hardware (cameras, screens, microphones)
• Conference Room schedulers
• Asset Management
• Keep up-to-date records on all IT related hardware and maintain the inventory database and related recordsEnsure software license compliance
• Project & New Technology Support
• Assist with documentation for Support Team members and IT customers
• Provide elevated post-launch support
• Monitor and triage incoming tickets in the IT Helpdesk Ticket Queue
• Provide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issue
• Research technical solutions in department specific applications
• Diagnose, troubleshoot and resolve laptop, account and mobile issues
• Follow up with end users, provide feedback, and see problems through to resolution
• Support multiple locations and must be versed in providing remote support
• Adhere to service level agreements and targets
• Document procedures and develop end user instructions
• Provide in-office and walk-up help desk support for local staff
• Comfortable with supporting Zoom rooms and equipment
• Support 3rd party site technicians as needed (telcos, workstation techs, other technical dispatches, etc.)
• Manage on-premise hardware inventories
• Provision, recover and redeploy laptops and peripherals
• Provide back-up support for Service Desk as required.
• Process new hire requests, image and deploy laptops to new hires
• Perform New Hire Orientations
• Process off-boarding requests, asset and license recovery, and machine reimaging
• Seek and document approvals and create user accounts as requested for both new hires and ad-hoc requests
• Terminate access as require for both scheduled and unscheduled termination as well as ad-hoc non-termination based account reductions and eliminations
• Participate in and support audit activities, including but not limited to SOX and internal and external audits
• 3-5 years of hands on IT Helpdesk & Desktop Support experience required
• Ability to support Executives and their Executive Admins
• Must be confident in your technical abilities and be able to communicate effectively with a non-technical end user community
• Excellent customer service skills
• High energy and ability to work independently in a very fast growth environment
• Experience supporting a large heterogeneous SaaS environments including Okta, G-Suite, Workday, Salesforce, JAMF, Concur, etc
• Extensive knowledge and hands-on experience with Mac and Windows systems, as well ask desktop/laptop and mobile device management solutions
• Ability to effectively and efficiently troubleshoot hardware and software issues
• Solid understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN)
• Ability to communicate effectively, verbally and in writing with all levels of an organization
• Self-sufficient, self-managed, self-motivated, must be effective working independently, but also as a member of a team
• Flexibility in work hours may be required to work in shifts.
• Must be able work in a Zuora office as required
• Must have good people skills, working directly with end users in person, via chat and remotely
• Possible participation in a rotation to provide after-hours, weekend, or holiday on-call coverage
• Shift: Role is on Rotational Shift
• Competitive compensation, corporate bonus program and performance rewards, and retirement programs
• Medical insurance
• Generous, flexible time off
• Paid holidays, “wellness” days and company wide end of year break
• Paid parental leave
• Learning & Development stipend
• Opportunities to volunteer and give back, including charitable donation match
• Free resources and support for your mental wellbeing