Key Responsibilities:
-Provide expert IT support for end-user hardware and software issues, specializing in Salesforce, Freshservice, Windows and Mac devices, Okta, O365, AWS fundamentals, and contact center solutions such as Genesys Cloud
-Ensure consistent adherence to service level agreements (SLAs), with a focus on maximizing employee uptime and minimizing known errors through proactive support.
-Contribute to problem management initiatives, identifying and addressing root causes to prevent recurring issues and enhance overall system reliability.
-Actively contribute technical expertise to IT projects, collaborating with cross-functional teams to enhance and create business services.
-Document processes, procedures, and solutions in a comprehensive Knowledge Base, facilitating continuous improvement in service delivery.
-Stay updated on emerging technologies, providing recommendations on leveraging technology to address business challenges.
-Develop and conduct training programs, educating employees on basic and specialized technology use to enhance organizational capability.
-Manage and automate desktop deployments using tools like Jamf Pro and Intune, ensuring efficiency and consistency.
-Effectively handle and resolve incidents, minimizing disruption to business operations and contributing to ongoing process improvement.
-Participate in on-call duties after hours to address critical issues and provide support as needed.
-Contribute to asset management processes, ensuring proper tracking and maintenance of IT assets
Qualifications:
-Proven experience in IT support in a corporate environment.
-Proficiency in Salesforce, Freshservice, Windows and Mac devices, Okta, O365, AWS fundamentals, Contact center solutions such as Genesys Cloud and Basic network troubleshooting
-Strong analytical and problem-solving skills.
-Knowledge of IT service management best practices.
-Experience in asset management.
-Excellent documentation skills.
Compensation and Benefits:
Salary: $55,000 - $65,000 per annum (Actual salary offered will be commensurate with education, experience, and internal parity).