IT Support​/Richmond

Information Technology Support Specialist

Summary: The primary focus of the IT Support role is to facilitate local IT operations and act as the liaison between the local team and the central global support team.

• Provide hands-on support for end-user workplace technology, including laptops, thin clients, and peripherals.
• Perform hardware tasks such as cabling, device delivery, setup, imaging, and resets.
• Manage local stock and coordinate storage activities to ensure accurate asset tracking and availability.
• Act as onsite "eyes and hands" to support the technical room, involving basic server and networking support with guidance from remote teams.
• Coordinate with global AZ Tech teams for seamless integration and escalation of issues.
• Support ad hoc IT needs, troubleshoot, and resolve first-level hardware or connectivity issues.
• Coordinate end-to-end with the vendor (Lenovo) for hardware issue resolution.
• Assist with Bit Locker, BIOS, and imaging-related password issues.
• Manage incident management and troubleshooting for software and network-related issues.
• Support with new software packaging for AVC/AMC.
• Assist with SD-WAN, WiFi, LAN, and VC, addressing service outages, upgrades, and refreshers.
• Help activate licenses and necessary IT services for onboarding when self-service fails.

• Experience in providing end-user support for workplace technology.
• Knowledge of hardware tasks including setup, imaging, and device management.
• Ability to coordinate with vendors for issue resolution.
• Basic knowledge of server and networking support.
• Experience in troubleshooting hardware and software issues.
• Familiarity with password management systems, specifically Bit Locker.

• Experience with SD-WAN and related technologies.
• Previous roles involving software packaging.
• Familiarity with local IT inventory management practices.