Position Summary, Responsibilities and Expectations:

Provide first-line IT support for internal employees, troubleshooting hardware and software issues in both Windows and MacBook environment, including printers, AV equipment, and other office technology. Assist with troubleshooting and resolving issues related to cloud-based solutions such as Microsoft Office 365 cloud services, Smartsheet, Adobe suite of applications, etc. Perform routine maintenance, software updates, and hardware repairs to ensure the optimal performance of all IT systems. Assist with setting up new hardware and software for employees, including system installations and configurations. Help maintain and manage IT inventory, ensuring all assets are properly tracked and maintained. Document and report on IT issues, solutions, and updates for internal knowledge sharing. Collaborate with the IT team to improve systems, processes, and tools to enhance productivity. Support the development and implementation of IT policies and procedures. Provide general technical support, both remotely and in-person, to ensure the smooth operation of daily workflows. Assist with user training on IT systems and tools as needed

Essential Skills and Experience:

Hold a degree in Computer Science, Information Technology, or a related field (or have rockstar experience that proves your knowledge). Minimum 2 years of experience in IT support, desktop support, or a related field. Strong troubleshooting skills in a MacBook environment, including experience with peripherals like printers and Logitech AV equipment. Some experience with cloud-based solutions such as Google Workspace, VDI solutions, Slack, Jira, Notion, and Rippling. Basic understanding of networking principles, including Wi-Fi and VPN troubleshooting. Familiarity with IT ticketing systems and an ability to track and resolve support requests effectively. A desire to learn and grow, with a proactive approach to expanding technical skills. Strong problem-solving abilities and a customer-focused mindset. Ability to work independently and as part of a collaborative team. Excellent communication skills and a positive attitude toward customer service. Hands-on experience administering Microsoft Office 365 cloud services with an emphasis on MS Exchange, MS Skype for Business, SharePoint online, etc. Experience managing telephony system (ShoreTel, RingCentral, Five9’s, etc)