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About the Role
We are consistently looking for IT Field Support Specialists to join our team in providing above-and-beyond service to our global clients!
Responsibilities
- Provide White-Glove concierge-level customer experience supporting internal employees face-to-face, via chat, and over the phone
- Schedule and communicate travel to regional offices to provide in-person support regularly
- Constantly update users on the status of their incidents, requests, or problems
- Educate users on basic functions and new technologies to streamline their workflow
- Troubleshoot network connectivity issues, including digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network
- Support users on applications and tools within the environment, including Office Suite, RSA, Okta, Collaboration tools (Zoom, WebEx, Jabber, etc.), Mac and Windows OS
- Provide walkup/desktop support during normal business hours, Monday to Friday from 8 am to 5 pm
- Maintain local inventory to ensure replacement equipment is always on hand
- Support IT escalations impacting the site
- Provide conference room support and maintenance
- Coordinate closely with the Office Manager to determine the best course of action when issues arise
- Support Local Wallboard maintenance
- Support A/V Technology and Customer Experience Center
Requirements
- Strong Windows and Mac OS troubleshooting skills
- Excellent multi-tasking and time management skills and ability to thrive in a fast-paced, high-pressure environment
- Flexibility and resilience, adaptable to a high-change environment, and open to new concepts and/or processes
- Ability to follow proper escalation paths
- Inviting personality, friendly, and sociable
- Ability to take notes and record all interactions and steps taken with users
- Ability to keep work area clean and organized
- Working knowledge of Active Directory and basic AD administration
Skills
- Windows OS troubleshooting
- Mac OS troubleshooting
- Multi-tasking
- Time management
- Active Directory administration