IT Support Technician

We are searching for a contractor to provide technical support for customers with various questions and issues regarding user accounts, access and login to computer systems, and creating documentation to guide customers on how to efficiently use our IT service and computer resources. This person must have prior working experience with JAMF, macOS and some experience working in UNIX/Linux environments. This opportunity is on site 5 days a week. It also has a very high chance of extending in duration or going contract to hire.

Tasks and Delivery

• Responsible for assisting users with the account signup, renewal, and reactivation process for access to resources.
• Responsible for providing technical support for usage of macOS and Windows OS computers.
• Responsible for maintaining macOS computer record enrollments in Apple Business Manager and JAMF Pro.
• Responsible for providing access to projects, groups, mailing lists, and Slack.
• Responsible for debugging issues with multi-factor authentication setup.
• Responsible for Improving existing helpdesk service processes where applicable.
• Responsible for tier-1 point of contact for all user issues, reviewing each ticket and elevating priority by triaging queries to the appropriate SME groups.
• Responsible for creating documentation related to getting started guides for account, project access, and usage of IT services.
• Responsible for onboarding new users at the facility/directorate.
• Responsible for assisting with user communication as appropriate.
• Responsible for updating and tracking customer-reported issues from submission to resolution.
• Responsible for the fulfillment of IT service catalog requests from customers.

Required Knowledge, Skills, and Abilities

• 2 or more years of experience working in a technical support role provide Tier-1 or Tier-2 support
• Bachelor s degree in Computer Science, Information Technology, or related field
• Excellent interpersonal skills and ability to work effectively with a wide range of users and stakeholders
• Strong verbal and written communication skills
• Strong testing and troubleshooting skills to identify process bottlenecks
• Self-starter and a team player
• Hands-on knowledge using ticketing software (eg. ServiceNow)
• Some experience working in UNIX/Linux environments
• Some working knowledge of shell scripting or other coding experience