Role Description This role provides essential frontline technical support to end users for all areas of the business. Provides level-two support to remove obstacles keeping business users from performing work normally. Performs advanced troubleshooting and drives solutions using specialized expertise. - Accountable for the installation, maintenance, and support of various hardware and software components, as well as peripherals, used throughout the organization. - Responsible for receiving and handling user requests for support in accordance with established procedures, promptly responding to these requests by providing information to resolve the issue or escalate the ticket as needed. - Maintains detailed records of actions taken and provides technical expertise to ensure that operational procedures are correctly applied. - Customer-focused and takes a proactive approach to provide personalized advice and guidance to users. - Educates users on available systems, products, and services while ensuring that all IT service requests adhere to company policy. - Participates in operational meetings and training sessions as part of ongoing commitment to staying informed of system and process changes. - Controls IT assets in one or more significant areas, ensuring that administration of the acquisition, storage, distribution, movement, and disposal of assets is carried out. - Uses system management software and tools to collect agreed performance statistics and carries out agreed system software maintenance tasks. - Maintains and follows IT asset lifecycle policies and procedures. - Follows all ITGC/security policies as they relate to accessing and providing access to systems and applications. - Provides knowledge to colleagues to ensure said access is used in a compliant and secure manner. Qualifications - 1-3 years experience in relevant technology functions required. - Experience controlling IT assets and changes according to established principles. - Working in a Support/Service Desk providing support to a complex customer base. - Diagnosing and resolving complex IT related support requests (hardware, software, and applications). - Processes and procedures based on the ITIL Framework (Incident, Problem, Change, etc.). - HDI Desktop Support Technician. - A+ Certification. - Demonstrated experience with Microsoft Windows-based Products, Microsoft Office, and Office 365. - Demonstrated experience with Adobe Acrobat, MacOS, iOS, and Android OS. - Ability to work independently; must be able to manage deadlines and multiple projects concurrently. - Experience creating, managing, and maintaining user accounts with Microsoft Active Directory is a plus. - Strong written, verbal, telephonic, and interpersonal communication skills. Requirements - Competent in problem solving within the context of controlling information and communications technology assets and changes to information systems. - Broad knowledge and understanding of IT concepts and architectures and of the principles and processes of implementing and delivering IT services. - Extensive knowledge and understanding of Information Systems concepts and practice. - Good interpersonal skills; well organized and practical; pays careful attention to detail. - Understanding of installing various hardware and software items. - Teamwork - working cooperatively with others to achieve a common goal. - Good oral communication skills and takes an analytical approach to problem solving. - Familiarity with relevant methodologies, tools, and techniques. - Ability to quickly learn the objectives, structures, operations, and policies of a new business area. - Ability to engage both IT and business partners to determine explicit/implicit requirements, documenting in business case or requirements summaries. - Experience leading and motivating others while demonstrating empathy. - Ability to communicate complex technical information in a condensed manner to various stakeholders verbally and in writing. - Intellectual curiosity and business acumen. - Results orientation and persistence. Formal Education, Qualifications or Training - Bachelor’s degree OR equivalent professional certification OR equivalent work experience. Benefits - Professional and Personal Growth: Multiple avenues to grow your career, training and development programs available, tuition reimbursement benefits (for FT Colleagues). - Health and Wellness: Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more; full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1. - Savings and Retirement: 401(k) retirement plan with company-matching contributions. - Work-Life Balance: Vacation days & sick days, company-paid holidays & floating holidays, a company mindset that prioritizes health, safety, and flexibility.