Job Title: L1 Desktop Support
Location: Denver, Colorado (onsite)
Skills: MAC Support exp is must
Here’s what you’ll do day-to-day:
· Install, upgrade, and support all company desktops/laptops, printers, and other end-user tech in a mixed Windows/Apple environment.
· Provide remote IT support to all employees for a wide range of operational tasks, including password resets, access requests, and application support, via Slack, Jira, or email.
· Provide in-person IT support at our New York City location.
· Troubleshoot network connectivity in a LAN/WAN environment and configure end-user devices.
· Assist with the setup, maintenance, and troubleshooting of Zoom rooms to ensure stability during meetings and presentations.
· Configure and manage AV and video conference technology such as Zoom, Chrome Signage, and Envoy, including setup for company all-hands meetings.
· Onboard and train new employees on IT applications and security practices.
· Set up, track, and manage all assigned issues in Jira Service Desk.
· Administer cloud services such as G Suite, Slack, Okta, Duo Security, Jira, Office365, and others.
· Manage and troubleshoot the VOIP telephone system.
· Maintain a well-organized inventory and storage system for all IT hardware and software assets.
· Ensure all client machines meet security protocol standards.
· Respond to and resolve user-reported issues in a timely and efficient manner.
· Troubleshoot and resolve basic networking and connectivity issues.
· Escalate complex technical problems to higher-level support teams as necessary.
· Contribute to the creation and maintenance of IT documentation and knowledge base articles.
· Stay up-to-date with the latest technology trends and best practices to provide excellent service.
Here’s what we're looking for:
· Technology enthusiast who is always excited to learn about new apps, devices, and ways to do things better
· Passion for automation and desire to make processes and workflows highly efficient
· Outstanding people and communication skills
· Love to solve problems and get at the root of issues
· Upbeat and positive, motivated by making someone else’s day smoother
· Super detail oriented and highly organized. It bothers you when things are not lined up properly or documentation doesn’t exist
· Incredibly reliable and follow through on what you promise
· Proactively handle anticipated issues before they arise
· Desire to provide world class customer support
· 1-3 years of IT Support experience
Bonus Points:
· Gsuite Administration experience
· Simple MDM Experience
· Familiarity with AV for a company wide meeting
· Atlassian (JIRA/Confluence) experience
· Experience with documentation of repeatable processes
