Onsite IT Technician / Support Specialist

As a member of the Client Services team, an IT Client Services Technician will provide IT support to all end users. In this position, staff will be tasked with fielding all incoming support requests,prioritizing and assigning requests to the appropriate party as needed, and ensuring that requests are addressed in a timely manner. The person in this position will be part of a team that staffs our onsite support team that services for our end users.

RESPONSIBILITIES

Provide onsite support 5 days a week

Manage Tier 1 support requests via emails, Slack and Jira/ServiceNow Service Desk tickets

Manage, work, and track tickets in ticketing systems

Manage escalations to other IT staff

Identify and report support trends

Create, manage, and troubleshoot accounts and access via Active Directory

QUALIFICATIONS

1-3 years of experience in a similar IT Support role

Analytical and problem-solving skills to troubleshoot and diagnose issues

Demonstrated written communication skills to create useful support logs

Time management skills to provide updates and fixes within a promised time frame

Multitasking skills to assist multiple employees at once

Observational skills to recognize warning signs that indicate potential problems

Customer service skills to interact professionally and positively with employees and coworkers

High-level knowledge of commonly used software, hardware and applications

Experience with Active Directory, Google Workspace products, or similar platforms

Basic networking knowledge and troubleshooting skills (VPN, DHCP, DNS)

Windows, Ubuntu, and macOS troubleshooting experience preferred

Experience with Jira/ServiceNow / Confluence or similar ticketing and wiki services preferred