IT Support Technician

JOB DESCRIPTION:

Onsite Role.

Level II (5-10 YEARS OF EXPERIENCE)

• Face to face IT support
• Potential for local travel in the Atlanta area
• Communication is Key
• Must be on time at 8AM EST onsite

Day to Day:

• Customer Support Technician. This team provides face-to-face technical support to the company's internal employees think Genius Bar style inside the company's headquarters building.
• The IT Customer Support Technician will work in person directly with all levels of employees so they should have strong in-person customer service and communication skills.
• This individual will be responsible for welcoming internal employees as they come into IT Horizons helping them register in the queue for their issue and then working directly with the employee to understand their problem troubleshoot the issue and create an action plan for a solution.
• The IT Support Technician should have strong troubleshooting skills with O365 Windows 10 and 11 basic computer hardware issues (battery and power cord issues etc.)
• light networking issues asset device and lifecycle management.
• This role entails assisting end users across the headquarters buildings labs, assets and field offices in Atlanta.
• The ideal candidate will have a strong technical background a detail-oriented mindset strong in-person customer service experience and asset and project management experience.
• This individual must be willing to work onsite 5 days per week in Midtown Atlanta.
  

Must Haves:

• Extremely strong customer service and communication skills in an in-person environment -- The primary responsibility of this individual will be interfacing in person with internal employees in a large corporate environment to help solve technical issues.
• 3+ years of IT support experience and strong technical aptitude for PC Mac and mobile devices with a willingness to learn.
• Specific technical experience: Strong troubleshooting experience with O365 (SharePoint Outlook Teams Excel etc.)
• Experience with cloud-based storage such as OneDrive to export and import files transporting bookmarks etc.
• Experience researching technical issues using Knowledge Base or alternative methods.
• Windows 11 troubleshooting experience such a driver updates checking for drivers reinstalling drivers etc.
• Device management using Intune and Endpoint or equivalent tools.
• Type in serial number to wipe computer look up user details etc. Asset and Device Management- Strong organizational skills and attention to detail is a MUST -- must have experience with a ticketing tool how they manage these tickets detailed documentation cross referencing different systems etc.
• Team player mentality -- Looking for someone who cares about culture and their peers someone who is looking to learn and grow within the company and someone who enjoys working in a team setting.
• ac troubleshooting experience -- Any experience working in an Apple Care setting (phone or Genius Bar)
• Experience with Company Portal
• Experience Dynamics for ticketing
• Experience with Microsoft Managed Device issues (MMD error messages etc.)
• Experience working on a large Lifecycle Management project.