Desktop Support Engineer

Our internal systems are generally cloud-based, and we’re looking for someone that shares that forward-looking approach, while having a solid grounding in traditional IT infrastructure. Our support team, by nature, is very much the same way: Physically split between four sites and two time-zones, but communicating and working together as one tight-knit unit with the singular goal of providing the best possible service to our user base. This support role requires a high degree of independence, moment-to-moment flexibility, a natural curiosity, and a desire to see things through to completion, as on any given day you’ll find yourself being responsible for upgrading and imaging workstations, providing remote and in-person enterprise-level support for MS Teams and Microsoft Office 365 products, and using diagnostic skill to solve complex technical issues, all while providing advanced, personalized support to all employees. If you’re adventurous, yet serious about what you do, join a team that’s dedicated to having a major impact on the world!

What You Will Do (Responsibilities):

● Administration and maintenance of workstations and other hardware; including imaging and asset management

● Provide support within a 90/10% Mac OSX and Windows PC environment

● Provide base-level Mobile iOS support, reimaging devices as needed

● Provide support using remote diagnostics and access tools to internal and offsite employees

● Respond and manage tickets via the Service Desk ticketing system and provide resolution and completion of issues meeting our service level agreements

● Create and maintain IT SOPs (standard operating procedures)

● Handle setup and teardown of user accounts across multiple cloud-based services

● Interface with multiple technical and non-technical teams in the pursuit of resolutions and solutions to problems

● Manage and maintain AV equipment and provide phone system support

● Support AV for all site presentations

● Conference room, audio/visual systems, and video conference support

● Provide efficient and accurate service while meeting strict deadlines

● Support a variety of email, file/print, and cloud-based services

● Support multiple aspects of our office IT infrastructure, including design, implementation and end user interaction.

● Mentor and support team members in their daily workload, offering assistance and support for more advanced problems

● Perform other duties as assigned

● Participate in On-Call Support schedule rotation consisting of one week every seven weeks

Basic Qualifications:

● Excellent Customer Service and a willingness to learn

● Excellent communication ability

● Great teamwork, analytical skill, and problem-solving capability

● A self-starter, capable of working and getting results with minimal direct supervision

● Experience supporting a mixed Windows/Mac OSX/iOS environment

● Direct experience imaging and provisioning Windows, OSX, iOS, and Android based devices in an enterprise environment

● Experience with Mobile Device Management products including Workspace One and JAMF

● Experience with troubleshooting, repairing, and upgrading Apple and PC hardware

● Experience supporting and maintaining an office network, with a broad understanding of client-side TCP/IP and Wifi network troubleshooting and configuration

● Experience with Jira Service Desk and Service Now

● Administrative experience with Atlassian Jira\Confluence platforms

● Experience in Active Directory

● Experience with Okta

● Experience supporting and troubleshooting Two-Factor Authentication methods

● Experience supporting Cisco VPN client configurations

● Experience supporting Office 365 Web Interfaces and Applications (Outlook, Teams, OneDrive, Calendar, etc.)

● Experience supporting Citrix VDI solutions

Preferred Qualifications:

● A 2-year associate degree or Technical Degree in Computer Science/Technology, or equivalent work experience.

● 5+ years of experience supporting all aspects of an IT environment

● Administrative experience with Microsoft 365

● Experience with Polycom and Cisco conferencing systems

● Experience with Microsoft Identity Manager

● Experience using Microsoft Azure

● Experience interacting with Netskope, Forcepoint, and Crowdstrike technologies

● Experience with audio/visual equipment diagnostics, setup, and teardown, providing conference room display, telephony, and video conferencing support.