Information Technology - Technical Support - Career

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Job Description # Information Technology - Technical Support - Career
* Deliver outstanding first-contact customer service and communicate effectively with end users.
* Troubleshoot and resolve IT incidents and requests within established SLAs using a ticketing system, maintaining high levels of customer satisfaction.
* Support Windows and macOS laptops, Android and iOS mobile devices, and provide general IT assistance for end users both onsite and remotely.
* Assist with onboarding and setup for new employees, including workstation, account, and access configuration.
* Provide hands-on and remote support for A/V systems, including conference room equipment, live event setups, and company-wide Zoom broadcasts.
* Maintain and perform routine checks on conference room and collaboration technology to ensure reliability.
* Administer and troubleshoot Microsoft 365, Teams, and Entra (Active Directory) accounts.
* Support identity and access management processes; assist with Okta user provisioning and SSO configurations.
* Collaborate with IT administrators to maintain Okta and Microsoft Entra user accounts; experience as an Okta Admin is a plus.
* Provide support and configuration for mobile device management (MDM) tools; familiarity with Intune and Jamf is preferred.
* Perform basic network and VPN troubleshooting to ensure connectivity for remote and onsite users.
* Maintain accurate IT asset inventory and ensure timely updates of issued and returned equipment.
* Ensure compliance with security policies, SOX requirements, and incident reporting standards.
* Assist with and document recurring IT operational and security processes.
* Contribute to continual improvement efforts within the IT Service Desk.
* Associate’s degree in a computer-related field or equivalent training required.
* 5–7 years of hands-on IT support experience in an enterprise or fast-paced environment.
* Strong customer service, communication, and problem-solving skills.
* Experience supporting both Windows and macOS environments.
* Familiarity with Salesforce and Jira platforms is a plus.
* Hands-on experience supporting Zoom and Microsoft Teams for A/V and event use.
* Experience managing and supporting Okta, Microsoft Entra (Active Directory), and Microsoft 365.
* Working knowledge of MDM tools (Intune, Jamf) and identity management systems.
* Basic understanding of network fundamentals, VPN, and endpoint security awareness.
* Ability to work independently, collaboratively, and cross-functionally to resolve complex issues.
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