We are seeking a dedicated and skilled Senior Desktop/Tech Support professional to join our team. This role offers the opportunity to provide exceptional technical support in a dynamic environment, ensuring a seamless experience for users.

Responsibilities

• Deliver outstanding customer service by addressing technical issues with empathy and clarity.
• Perform troubleshooting for both Windows and Mac systems, as well as mobile devices.
• Conduct root cause analysis to resolve problems effectively and efficiently.
• Assist with network troubleshooting and support, ensuring connectivity and functionality.
• Collaborate with cross-functional teams to facilitate timely issue resolution and project execution.
• Manage support tickets through ticketing systems, ensuring all activities are tracked and documented.
• Participate in continuous improvement initiatives to enhance user experience and support processes.

Skills

• Proven experience in providing technical support and troubleshooting.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Excellent problem-solving skills, with a focus on critical thinking and resourcefulness.
• Ability to work effectively under pressure and manage multiple tasks simultaneously.
• Strong emotional intelligence and adaptability to different personalities and situations.

Preferred Skills

• Experience with ServiceNow and Ivanti ticketing systems.
• Familiarity with Microsoft 365, including CoPilot and AI technologies.
• Background in working within large organizations and understanding of ITIL processes.
• Ability to lift up to 50 lbs. unaided and reliable transportation.

We value diversity, equity, and inclusion as core principles and encourage individuals from all backgrounds to apply.

Once you apply for this position, you may receive a phone call, SMS or email at the time of application from our Virtual AI Recruiter, Alex, to conduct an initial interview.