Job Description:

• Required Skills and Experience
• Exemplary customer service skills:
• Clear verbal and written communication.
• Ability to explain technical issues in non-technical terms.
• Active listening to understand customer concerns fully.
• Understanding and acknowledging the user's frustration or confusion.
• Showing patience and compassion, especially during stressful situations.
• Taking time to walk users through solutions step-by-step.
• Problem Solving
• Ability to perform Root Cause Analysis
• Proficient Windows and Mac troubleshooting and support
• Mobile device configuration, operation, and troubleshooting skills
• Basic network troubleshooting and support
• Basic hardware troubleshooting
• Microsoft 365 knowledge including CoPilot and AI technology
• Thinking critically to diagnose and resolve issues efficiently.
• Being resourceful and creative, working with the larger team when standard solutions don’t work
• ServiceNow and Ivanti experience a plus
• High level of emotional intelligence
• Adjusting to different personalities, technical skill levels, and unexpected challenges
• Learning new tools and technologies quickly.
• Prioritizing tasks effectively, especially when handling multiple support tickets.
• Meeting deadlines and managing expectations.
• Professional with a human touch
• Experience working with processes and procedures in a large organization preferable
• Working well with other technicians, departments, and vendors.
• Flexible and well organized
• Growth mindset
• Able to lift 50 lbs. unaided
• Reliable transportation
• Our core responsibility is to deliver unparalleled support for staff and sales associates by managing end-user technologies within a local network environment.
• This includes troubleshooting hardware and software issues across desktop and laptop computers, as well as mobile devices.
• We configure workstations for new users, upgrade existing equipment and software, and maintain network and telecommunication systems.
• We resolve LAN, server, and connectivity issues, utilizing ticketing and hardware asset management systems to track and manage support activities.
• Our responsibilities also include re-imaging computers, performing data migrations and restorations, and conducting remote problem-solving when necessary.
• In addition to technical support, we work cross-functionally with teams across the broader ITIL organization—including WAN Engineers, Messaging Engineers, the Logical Access Team, Application Development Teams, Facilities, Telecom, and other Business Unit partners—to ensure timely resolution of issues and successful project execution.
• We actively contribute to both local and national initiatives by participating in meetings and collaborating with team members to deliver technology products, programs, and services.
• Our efforts support the continuous improvement of Agile Product development and the overall user experience.