What You'll Do
This position will be the first line of support for all Strive employees. They will be responsible for troubleshooting problems, deploying, and inventorying machines. The IT Support Engineer will also handle tickets that are escalated from other IT Support Engineers and will appropriately train, and document as needed. The ability to identify, troubleshoot and resolve employee issues is a must.
The Day to Day
- Be first contact for end user troubleshooting
- Respond to customer inquiries and technical issues through email, phone, and chat support channels.
- Resolve technical issues related to our products and services.
- Troubleshoot and identify issues related to software, hardware, and network infrastructure.
- Escalate complex technical issues to the appropriate IT team member.
- Document technical issues and resolutions in our ticketing system.
- Develop and maintain technical documentation, including system configuration and troubleshooting guides.
- Manage and prioritize support tickets to ensure timely resolution of customer issues.
- Provide technical training to customers and internal staff, as needed.
- Stay up to date with emerging technologies and product developments to provide the best possible support to our customers.
- Continuously improve processes and procedures related to technical support.
- Participate in the development and implementation of new IT projects.
- Meet in person with internal and/or external stakeholders to facilitate team and business priorities/opportunities.
Minimum Qualifications
- 3+ years MAC support experience
- 3+ years windows experience
- 3+ years support in desktop
- Excellent customer service skills, with the ability to communicate technical information to non-technical customers
- Strong attention to detail and organizational skills.
- Ability to work independently and as part of a team.
- Flexibility to work outside of regular business hours, as needed.
- Internet Connectivity - Min Speeds: 20Mbps Down & /5.0Mbps Up, Latency <50 ms
Preferred Qualifications
- Active Directory, Group Policy experience
- Understanding of HITRUST/HIPAA/SOCII Type 2 security control frameworks or similar
Annual Salary Range: $66,000.00-$77,000.00
