Responsibilities
- Serve as the first responder for hardware, software, and account access issues across Mac and Windows environments.
- Troubleshoot and optimize our core tools, including Google Workspace, Microsoft 365, Slack, and Okta.
- Lead the onboarding and offboarding process, ensuring new hires have the equipment and access they need from minute one.
- Manage the ITSM queue (Jira/Freshservice) with a focus on timely resolution and meticulous documentation.
- Support our conference room A/V technology to keep our hybrid meetings productive and frustration-free.
- Author FAQs and internal knowledge base articles to empower users and streamline support workflows.
Requirements
- Serve as the primary point of contact for internal team
- Provide frontline support for hardware, software, and account access issues on Mac and Windows
- Troubleshoot and manage Google Workspace, Microsoft 365, Slack, and Okta
- Lead employee onboarding and offboarding processes
- Manage ITSM ticketing systems such as Jira or Freshservice
- Support conference room A/V technology for hybrid meetings
- Create FAQs and knowledge base content for internal users
Team
Reports to: Associate Manager of the Corporate Service Desk
