How You Will Make a Difference:

•Occasionally attend regional offices if needed
•iOS support experience is a significant standard for our projects
•Utilize ticketing system and knowledge base content
•Working off knowledge base content
•Experience with tools like Jira, Slack, Google Suite, Okta (SSO), Zoom, 2FA, and Admin Support is beneficial
•Apply critical thinking to resolve complex user requests efficiently
•Troubleshoot client-side network connectivity issues, including digital authentication, remote access, and secure Wi-Fi
•Supports user requests and performs break/fix or remote installations as needed
•Assists remote users with access problems ranging from password resets to network access failures
•Support messaging & calendaring services and content collaboration
•Provide user-facing support for mobile devices
•Lead in task (ticket) processes and provide coaching for other Technicians
•Understand team metrics and take actions based on current service trends
•Attend and participate in weekly team syncs, contributing to actionable discussions
•Actively seek answers when technically challenged, displaying learning agility
•Seek feedback from other Help Desk Technicians for continuous improvement

What You Need to Succeed:

•Strong interpersonal communication skills with a high degree of empathy
•Comfortable navigating client-based systems (Mac & Windows) and assisting users with advanced functionality
•Experience supporting Macs in a commercial or enterprise environment preferred
•Applied experience with Microsoft Exchange, including a firm understanding of groups and permissions
•Comprehensive understanding of Mac OS from command line troubleshooting to resolving application failures
•Knowledge of Windows is a plus, including resolving registry conflicts and troubleshooting system crashes
•Strong knowledge of supporting iOS and Android devices in a commercial or enterprise environment
•Deep understanding of fault domain isolation and root-cause analysis
•Working knowledge of Active Directory and basic AD administration is desirable
•Proven experience resolving secure network access problems involving digital certificate authentication and client remote access services using Juniper Networks or Cisco solutions
•Working knowledge of video collaboration tools, experience with Zoom a plus

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