Technical Support Specialist

Responsibilities

• Cover all new-hire IT onboarding including but not limited to initial learning and set up, password distribution, etc.
• Responsible for setup and overseeing maintenance of all printer/scanner machines and other office equipment
• Administration of internal and external company services (Google ecosystem, Atlassian ecosystem, Okta, LDAP, VPN, SIP)
• Technical support of internal events (Meet-up, conferences)
• Assist with employee desk moves, re-deploying existing equipment in new locations
• Point of contact for vendor management (ex. Apple, Dell, Asus, Logitech)
• Provide the very best customer service experience for all employees when troubleshooting their support requests by applying your technical skills, problem-solving abilities, and specialized knowledge to educate our workforce
• Provide a mix of on-site and remote support, including after-hours support
• Handle procurement of hardware, software, cords, plugs, chargers, etc. and maintain asset inventory system, ensuring all hardware/software allocations are logged
• Ensure that all equipment is up to date and in good working order
• Create and update IT documentation to reflect changes you have made
• Keep IT inventory storage area clean, organized, and well stocked

Qualifications & Skills

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field
• 3-5+ years' experience in IT support, with experience in hardware and software troubleshooting, installation, and maintenance
• Experience setting up for meetings and troubleshooting AV/Conference room issues as well as office network related issues
• Proficient in Atlassian, Google Workspace and Apple products as well as other common software applications
• Experience with network administration, CCTV, security systems, and backup and recovery methods
• Excellent interpersonal skills with a customer service mindset
• Excellent communication skills, with the ability to effectively communicate technical concepts to non-technical stakeholders
• Eager to learn new skills and researching ways to work efficiently
• Practical problem solving and organizational skills in a fast-paced environment
• Previous work experience at a fast-paced organization with an entrepreneurial mindset


TECHNICAL SKILLS
Core Skills:
Operating Systems:
• Proficiency in Windows and macOS environments.
• Familiarity with Linux and mobile OS platforms (iOS, Android).
Hardware Knowledge:
• Expertise in diagnosing, repairing, and maintaining desktops, laptops, printers, and scanners.
• Experience in setting up and configuring AV and conference room equipment.
Software Tools and Platforms:
• Administration and troubleshooting of Google Workspace (e.g., Gmail, Drive, Meet).
• Proficiency with Atlassian Suite (e.g., Jira, Confluence, Bitbucket).
• Familiarity with Okta and identity management systems.
• Knowledge of LDAP, VPN, and SIP configuration and maintenance.
Networking:
• Understanding of network fundamentals (e.g., TCP/IP, DNS, DHCP).
• Experience in configuring office network equipment (e.g., routers, switches, access points).
• Ability to troubleshoot network issues, including Wi-Fi and office LAN/WAN.
Security and Compliance:
• Basic knowledge of endpoint security practices.
• Experience managing access and permissions in compliance with security policies.
• Familiarity with CCTV and office security systems.
IT Asset Management:
• Proficiency in maintaining inventory systems for hardware/software tracking.
• Knowledge of procurement processes and vendor management.
Backup and Recovery:
• Experience with data backup and recovery tools.
• Ability to configure and monitor backup systems.
AV Systems:
• Hands-on experience setting up and troubleshooting AV equipment for events.
• Familiarity with tools like Zoom, Microsoft Teams, and other conferencing solutions.
Onboarding Processes:
• Expertise in user onboarding workflows, including account setup and initial training.
• Knowledge of password distribution and secure credential sharing methods.
Documentation Tools:
• Proficiency in documenting processes and changes using tools like Confluence.
Communication:
• Strong interpersonal and written communication skills for technical support and documentation.


Preferred (Optional) Skills
Programming/Scripting:
• Basic knowledge of scripting languages like Python, Bash, or PowerShell for automation.
Advanced Networking:
• Familiarity with advanced concepts such as VLANs, QoS, and VPN tunnels.
ITIL Framework:
• Understanding ITIL principles for IT service management.