Frontline IT Support Technician

2 days ago

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higher education management • online education • edtech

1001 - 5000 employees

Founded 2018

📚 Education

🤝 B2B

☁️ SaaS

Description

• Be the first point of contact for customers or internal users experiencing issues with hardware, software, networking, and other computer-related technologies. • Provide Frontline support for technical inquiries via phone, email, Teams or face-to-face. • Provide support for Windows and MacOS systems within a Microsoft M365 environment. • Conduct remote troubleshooting, diagnose issues, and guide customers through resolutions. • Create, respond and escalate support tickets through a tracking system. • Document and log issues and resolutions. • Escalate unresolved issues to higher-level support teams. • Deliver accurate information about unresolved issues to higher level support. • Recommend procedural and technological improvements to benefit employees. • Collaborate with internal teams to relay feedback and suggestions from users. • Support enterprise technology deployments and video conference setup. • Participate in On-Call support rotation.

Requirements

• 1-2 years of experience supporting hardware/software in a hybrid Windows/Mac corporate environment • Previous experience in a Service Desk or customer support role • Proficiency in workstation support, administration tools, and remote support technologies • Comprehensive understanding of computer systems, mobile devices, and tech products • Proactive problem-solving skills and innovative thinking • Strong ticketing closure/support, communication skills and a customer-first mentality • Familiarity with Mac integration in an Entra ID - Active Directory Domain environment • Experience with Microsoft O365, Entra ID, Microsoft Active Directory, JAMF, Salesforce, Salesforce CRM, Bomgar, Absolute Software, and more • A fast-paced, adaptive learner with meticulous attention to detail • Strong analytical, prioritization, and multitasking skills • Proven capability to support and maintain end-user systems • Commitment to quality and cost-effectiveness • Ability to provide On-Call and after-hours services for critical incidents including patching and maintenance of all Cloud environments

Benefits

• 18 days PTO + Winter Shutdown • 12 designated holidays + 1 floating holiday • Medical – four options • Dental • Vision • Life & Disability (company paid) • Flexible Spending Account & Health Savings Account • Retirement plan with company match • Maternity / Paternity / Parental Leave (company paid) • Volunteer Time Off • Supplemental Benefits: Wellness program, Alternative medicine options, Pet discounts, Accident, Critical Illness and Hospital Indemnity • Personal and Professional Development: Continuous Professional and Leadership Development Programs, Tuition Reimbursement for employees and their dependents, Rewards & Recognition programs