IT Support Technician

About the role

The IT Support Technician will be based in our Miami, FL office and will support internal employees across 30+ offices in the US. This is a 100% in-office position.

Responsibilities

• Answer calls and respond to tickets from the Support Desk ticketing system.
• Communicate using MS Teams, email, and in person.
• Gather the relevant information needed to identify, troubleshoot, and resolve issues.
• Remote into TM computers to install software, troubleshoot, provide "hands-on" assistance, etc., while talking with TMs on the phone.
• Provide first level corrective action.
• Collaborate with IT staff TMs, escalates to second level (IT Support Tech II) when necessary.
• Use the IT Ticketing system to log calls, document steps taken, next steps, follow-ups, resolutions, etc.
• Assisting Team Members with learning certain tasks and offering recommendations on alternative ways to accomplish a task.
• Collaborate with internal IT Team Members and escalate tickets when needed.
• Use Active Directory and Azure Active Directory to retrieve information, assign permissions, reset passwords, etc.
• Work with hardware vendors over the phone to troubleshoot issues or arrange for warranty repairs.
• Learn and support new systems and applications.
• Follow KB articles, checklists, and other documentation.
• Research, evaluate, and test hardware, software products, and system solutions.
• Participate in I.T. Projects.
• Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.
• Occasionally assist the Hardware support team with various tasks related to deploying new equipment, inventory, inspection, testing & troubleshooting along with basic hardware maintenance and repairs as needed.
• Other duties as assigned.

Knowledge & Skills Required

• Strong knowledge of Windows 10, 11, Microsoft Office 365, including Outlook, Teams, and OneDrive.
• Familiarity with Active Directory and Azure.
• Ability to read, understand, and follow technical written processes, balanced with creative problem solving.
• Previous experience staging and deploying Windows 10 computers preferred but not required.
• Strong troubleshooting skills.
• Excels at teamwork and working with people to solve complex/advanced issues.
• Able to multi-task, prioritize and work efficiently.
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Additional preferred skillsets or areas of experience include: InTune, Automation, Security, Coding, & PowerShell.