Requirements

Experience working on a high-volume ticketing system (+4000 PM)
5+ years of experience or related experience in administering and maintaining ITSM systems and associated tools
Extensive experience providing high-caliber support to all levels of staff
Experience supporting customer IT needs within a global team supporting multiple regions and time zones
In-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Windows 10, Chrome OS, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365)

Nice to Haves

Provide other services to reduce tickets and ticket closure times
Participate in 24/7 On-call rotation
Working knowledge with securing/management of endpoints using JAMF, Airwatch, and InTune
Extensive experience troubleshooting AV/Conference room issues and Office Network related issues
Must have the necessary soft skills to work in a customer-facing environment:
- Effective Communication: The ability to convey technical information clearly and understandably for non-technical users.
- Active Listening: Listening carefully to users’ issues and concerns to understand their needs fully.
- Patience: Remaining calm and patient, especially when dealing with users who may be frustrated or stressed due to technical issues.
- Empathy: Understanding and acknowledging users’ concerns and frustrations and showing compassion toward their situation.

You will support our core platforms - user support, ticketing, procurement, and provisioning.
You will take ownership of customer issues escalations as a member of the IT support staff, applying your understanding of systems within multiple applications in our tech stack.
Document all processes and update current documentation for the established procedure.
Complete and document assigned project work and provide updates to ensure accuracy.
Work with other ITS team members to improve efficiency by implementing new processes, tools, strategies, and automation.
Work collaboratively across IT and serve as an ambassador for the IT organization with our internal stakeholders.
Provide the best customer service experience for all Bricksters when troubleshooting their support requests by applying your technical skills, problem-solving abilities, and specialized knowledge to educate our workforce.
Maintain the asset inventory system and ensure all hardware/software allocations are logged.