Responsibilities
- Handle incoming support requests via phone, email, and chat.
- Troubleshoot and resolve technical issues related to workstations, hardware, and software.
- Install, configure, and maintain workstation hardware and software.
- Ensure the security and integrity of workstation environments.
- Provide guidance and training to end-users on technical issues.
- Document and maintain records of support requests and resolutions.
- Collaborate with other IT teams to resolve complex issues.
- Monitor and maintain the performance of workstations and related systems.
- Manage inventory of workstation equipment and software licenses.
- Ensure compliance with IT policies and procedures.
- Participate in on-call rotations to provide 24/7 support.
- Conduct regular maintenance and updates on workstations.
- Assist in the deployment of new workstations and software.
- Provide feedback on improving support processes and procedures.
- Ensure timely resolution of support tickets.
- Maintain a high level of customer satisfaction.
- Stay updated with the latest technologies and best practices in IT support.
- Provide remote support to users located in different time zones.
- Assist in the development of technical documentation and knowledge base articles.
- Conduct regular audits of workstation security and compliance.
- Participate in team meetings and training sessions.
- Provide support for remote access and virtual private network (VPN) configurations.
- Assist in the troubleshooting of network-related issues affecting workstations.
Nice to Have
- Certifications in IT support or related fields (e.g., CompTIA A+, ITIL).
- Experience with enterprise-level IT support.
- Knowledge of scripting languages (e.g., Python, PowerShell).
- Experience with IT service management (ITSM) tools.
- Familiarity with remote monitoring and management (RMM) tools.
- Experience with IT asset management software.
- Knowledge of virtual desktop infrastructure (VDI).
- Experience with mobile device management (MDM) solutions.
- Familiarity with IT security best practices.
- Experience with cloud-based IT support tools.
- Knowledge of IT service continuity and disaster recovery.
- Experience with IT project management.
- Familiarity with IT governance and compliance standards.
- Experience with IT service level agreements (SLAs).
- Knowledge of IT service catalogs and portals.
- Experience with IT service desk tools.
- Familiarity with IT service request management.
- Experience with IT service reporting and analytics.
- Knowledge of IT service performance metrics.
- Experience with IT service improvement processes.
Compensation
Competitive
Work Arrangement
Remote
Team
Collaborative and supportive team environment
What We Offer
- Competitive salary and benefits package.
- Opportunities for professional development and growth.
- Flexible work arrangements and remote work options.
- Collaborative and supportive team environment.
- Access to the latest technologies and tools.
- Opportunities to work on challenging and innovative projects.
- Comprehensive training and onboarding program.
- Opportunities for career advancement and promotion.
- Competitive benefits package, including health insurance and retirement plans.
- Opportunities to work with a diverse and inclusive team.
Our Culture
- We value innovation, collaboration, and continuous improvement.
- We foster a culture of learning and development.
- We promote work-life balance and flexibility.
- We encourage open communication and feedback.
- We value diversity, equity, and inclusion.
- We support professional growth and career development.
- We recognize and reward exceptional performance.
- We promote a culture of accountability and responsibility.
- We value integrity, honesty, and transparency.
- We encourage creativity and problem-solving.
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