The Role

Provides comprehensive technical support by applying substantial knowledge and experience to resolve a wide range of moderately complex issues. This role involves adapting solutions to various situations, conducting fact-finding to understand problems, and taking responsibility for service quality and timeliness. The position includes mentoring junior staff and contributing to process improvements within the support team.

Primary Duties

• Handle complex help desk inquiries requiring analysis and adaptation of standard procedures.
• Manage multiple ticket queues efficiently, prioritizing based on business impact and SLA requirements.
• Perform advanced troubleshooting for desktop, hardware, and web application issues.
• Conduct comprehensive remote support sessions for multi-system technical problems.
• Develop and deliver client training on system usage and best practices.
• Mentor new team members and provide guidance on technical procedures.
• Contribute to knowledge base articles and process documentation improvements.
• Proactively identify system issues and coordinate appropriate response measures.
• Collaborate with other departments on technical projects and initiatives.
• Lead backup coverage for senior support roles during peak periods.

Comply with all applicable Company policies and procedures. Regular and consistent attendance, including in-person attendance where required.

• Other work as assigned by your manager or leadership.
• The information in this job description represents a summary of the role and is not intended to be a comprehensive list of job duties. Responsibilities and duties of the position may change without notice at the Company’s discretion.

Required Qualifications

• Bachelor's degree in IT field or equivalent experience preferred
• Minimum 3-6 years of progressive technical support experience
• Strong knowledge of Windows and MacOS environments, including Active Directory and Jamf basics
• Proficiency in multiple remote support platforms and monitoring tools
• Demonstrated ability to train users and create educational materials
• Understanding of ITIL principles and service management practices
• Excellent problem-solving skills with ability to analyze complex technical issues
• Strong interpersonal skills for client relationship management
• Relevant technical certifications preferred

Working Conditions (Physical Requirements)

Normal office environment. Some travel may be required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

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