Triage Support Specialist - IT Service Desk

Candidate Profile:
Our ideal candidate will have:
3+ years of experience in an end-user support role
A strong desire to grow technically
Hands-on familiarity with macOS Apple hardware administration
Hands-on familiarity with Windows / PC environments
A naturally strong diagnostic/troubleshooting process, with significant
experience troubleshooting real, end-to-end technical issues
The ability to clearly communicate complex technical topics to a wide range of
employees in both verbal and written form
A naturally calm and empathetic demeanor under pressure, combined with the
ability to concurrently solve multiple issues in real-time
Experience with our tech stack is preferred:
macOS, Windows 10, VoIP, Zoom, Slack, Confluence, JIRA, Google
Apps, Okta, JAMF, Meraki, Oomnitza

Experience working independently and part of a team to provide an
exceptional employee experience

Position Expectations:
Help our colleagues maximize their abilities through the effective use of
technology: investigate their issues and escalate to the appropriate team
when necessary
Provide training for colleagues and develop self service resources where
possible
Lead weekly new hire IT orientations and assist with day 1 onboarding
logistics
Participate in on-call support rotations
Provide support triage steps to end users across ticket, in-person, chat, email,
video, and phone channels
Maintain detailed documentation of work completed, using the information
gathered to develop self service knowledge bases and improved user guides
Effectively and efficiently manage the software license requests and approval
process
Ability to work a flexible schedule (evenings, nights and holidays based
off of the business need)