Helpdesk Support Specialist

What you will be doing

·         Provide technical assistance and support for incoming queries and issues related to software/hardware of computers, mobile devices, networking equipment and printers

·         Respond to queries either in-person or over-the-phone in a timely manner (we are a global company, some of your helpdesk support will be provided remotely across different time zones)

·         Set up equipment and user accounts for new and existing employees

·         Effectively on-board new employees and freelancers; train new hires on systems and applications

·         Effectively off-board employees

·         Ensure A/V equipment is operational in conference rooms

·         Follow and enforce IT policies established by company

·         Administer Office 365 email and cloud-based file systems

·         Project management of IT projects; both leading smaller projects and supporting the Manager of IT with larger-scale, company-wide initiatives

·         Ability to perform in a dynamic environment with changing schedules and priorities

What you will need to thrive

·         Strong experience with MAC computers in a helpdesk capacity

·         Minimum 2-3 years’ experience in a Helpdesk Support position

·         MacOS software and hardware experience

·         Experience with both IOS and Android devices including troubleshooting

·         Exceptional problem-solving skills and comfortable navigating ambiguity

·         Excellent communication and interpersonal skills with the ability to confidently explain IT solutions in a way that is easily understand by non-technical employees

·         Demonstrated experience with and knowledge in Windows PCs, Microsoft Office, Exchange Administration, Slack, DropBox, Meraki networks, Jamf and Adobe products

·         Previous experience in email support and administration (Outlook / Exchange)

·         Demonstrated experience in troubleshooting printers is ideal

·         An understanding of AV solutions; ideally previously providing support with AV solutions, setting up large-scale meetings

·         Exceptional customer service skills; patient, empathetic, quick to respond and eager to help

·         Proactive in problem solving

·         Detail oriented

·         Jamf and/or MDM understanding and/or experience ideal

A certified MAC Technician and/or CompTIA A+ certified is highly advantageous