You will support our core platforms - user support, ticketing, procurement, and provisioning
● You will take ownership of customer issues escalations as a member of the IT support staff
applying your understanding of systems within multiple applications in our tech stack
● Document all processes and update current documentation for the established process
● Complete and document assigned project work and provide updates to ensure accuracy
● Work with other ITS team members to improve efficiency by implementing new processes, tools,
strategies, and automation
● Work collaboratively across IT and serve as an ambassador for the IT organization with our internal
stakeholders
● Provide the very best customer service experience for all employees when troubleshooting their
support requests by applying your technical skills, problem-solving abilities, and specialized
knowledge to educate our workforce
● Maintain the asset inventory system and ensure all hardware/software allocations are logged
Competencies
● Experience working on a high-volume ticketing system (+4000 PM)
● 2+ years of experience or related experience in administering and maintaining ITSM systems and
related tools
● Extensive experience providing high-caliber support to all levels of staff
● Experience supporting customer IT needs within a global team supporting multiple regions and
time zones
● In-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Windows
10, Chrome OS, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365)
● Provide other services to reduce tickets and ticket closure times
● Work with partners to find efficiencies and implement improvements to our internal systems
● Working knowledge with securing/management of endpoints using JAMF, Airwatch, and InTune
● Extensive experience troubleshooting AV/Conference room issues, and Office Network related
issues
Job Type: Contract
Pay: $24.00 per hour
Schedule:
Experience:
- Incident and Service Request Handling: 5 years (Preferred)
- IT Service Management (ITSM) Systems: 5 years (Preferred)
- Technical Support: 5 years (Preferred)
- Operating Systems and Software: 5 years (Preferred)
- Endpoint Management: 5 years (Preferred)
- Mac: 5 years (Preferred)
Ability to Relocate:
- New York, NY 10018: Relocate before starting work (Required)
Work Location: In person