Job Description

Skills:

Responsibilities:

Pay Rate Range: $27.40–$29.81/hr

Customer Focus:

• Provide exceptional customer service by effectively understanding and addressing user issues.
• Communicate clearly with users, delivering timely resolutions and escalating complex problems.

Technical Support:

• Offer comprehensive hardware and software support for MAC and PC users.
• Troubleshoot network connectivity issues (home and office), printer malfunctions, corporate email, handheld devices, scanners, and various software applications.
• Administer and resolve issues with Office365 (Outlook, Word, Excel, PowerPoint, Teams, SharePoint, OneDrive) and Adobe Creative Cloud applications.
• Configure, deploy, and support mobile devices (Android, iPhones).
• Utilize SCCM and JAMF for smooth software deployment and updates.

Inventory Management:

• Maintain hardware and software asset integrity using ITAM tools (CMDB, JAMF, SCCM, PowerBI).

AI Support:

• Assist with end-user AI tool issues to ensure seamless operations.

Documentation & Compliance:

• Keep accurate technical documentation, troubleshooting steps, and system configurations.
• Achieve monthly SLA targets for incidents (93%) and service requests (84%).

Project Management:

• Lead and supervise IT projects as directed by the Regional Manager.

Technical Proficiency:

• Administer Azure Active Directory (AD) and On-Prem AD.
• Handle antivirus/malware protection and login scripts.
• Identify and resolve software, network, and hardware malfunctions.

Position Requirements:

• 5+ years of IT experience, preferably in a large, complex organization.
• Bachelor’s degree in a technical field or equivalent experience.
• Proven ability to support diverse user bases and manage large-scale initiatives.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and relationship-building abilities.
• Ability to work independently or collaboratively with a proactive, “can-do” attitude.
• Willingness to travel as needed.

Preferred Skills:

• In-depth knowledge of Azure AD and On-Prem AD.
• Experience with SCCM, JAMF, Office365, and Adobe Suite.
• Familiarity with antivirus and malware protection tools.
• Strong project management capabilities and leadership experience.

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