Sr. Technical Support Specialist

Job Description

Do you have a love for technology and its potential to enhance your life and those around you!? Are you interested in a fast-paced organization with the opportunity to make a positive impact every day?

The IT Support Plus team is looking to add an enthusiastic, empathetic, and driven individual to help scale our team to new heights! Our team is nested in our Corporate Services department, which consists of close-knit, passionate, and knowledge-thirsty members from a variety of backgrounds, that are tasked with guaranteeing a flawless technology experience for our fellow Streamers

Responsibilities:
• Provide first contact, tier 1, and tier 2 support, which includes receiving calls, opening and logging incidents and tasks, addressing issues that can be quickly resolved, and routing/raising trouble tickets to the appropriate resource.
• Deploying, configuring, diagnosing, and repairing Apple and Windows hardware.
• Adhering to defined expectations for ticket response times and ticket etiquette related to end-user interaction and resolution notes.
• Strategically prioritize calls to ensure those that have a critical impact on the business are resolved first.
• Aim for first contact resolution and demonstrate an appetite to learn how to increase this metric
• Collaborate with Supervisor for calls that pass their due dates, or where more experience is required in resolving a call.
• Identify incident trends and mass ticket closure events to encourage a work smarter, not harder atmosphere
• Support remote offices, users, and events.
• Lead projects such as department computer upgrades, office moves, Tech training, and end-user training
• Perform duties as required to accomplish the objectives of the department.

Basic Qualifications:
• Roughly 5 years experience in Help Desk Support or an equivalent combination of education and experience in an enterprise environment.
• Superb interpersonal skills and ability to clearly communicate steps to resolve end user's issues.
• Strong writing skills and an understanding of the value for end-user how-to guides and internal documentation
• Exceptional knowledge of the latest Mac OS and the two versions preceding it.
• Solid Grasp of Current Windows Operating Systems up to and including Windows 11.
• Ability to identify and diagnose issues within O365 suite.
• Knowledge of Microsoft Active Directory Administration.
• Basic understanding of Network Protocols (TCP/IP, DNS, DHCP etc.).
• Familiarity with Mail clients - Outlook for Mac, Apple Mail, Outlook for PC.
• Experience with Okta administration
• Strong Customer Service mentality and strong multitasking ability.
• Smartphone support experience.
• Dedication to end-user efficiency.
• Problem-solving and root cause analytical capabilities.
• Understanding of accountability and a sense of urgency when needed.
• Positive working demeanor and be a committed team player.

Preferred Qualifications:
• Experience using a centralized management solutions (JAMF, Intune, Autopilot)
• Experience with Adobe Creative Cloud
• College Degree Preferred

Jobcode: Reference SBJ-d8z8e6-3-17-28-48-42 in your application.