Technology Success Advocate

Job Summary

The Bartlett Office of Technology works to ensure proper computer and mobile device operation in support of essential business tasks for approximately 3,000+ users across 170+ office locations. This includes actively resolving help requests promptly, helping to maintain all applicable software applications and hardware, while continuing ongoing learning of new technology.

Responsibilities

• Utilize helpdesk platform (Freshdesk) to monitor, assign, and respond to helpdesk tickets while meeting SLA's
• Install and configure computer hardware, software, and printers
• Investigate, diagnose and resolve computer software and hardware issues
• Aid in onboarding of new users
• Assign users and computers to proper groups in Active Directory and manage security settings on files, folders, and shares
• Manage stock of equipment and other supplies
• Support use of the Microsoft 365 Platform, SharePoint / OneDrive standards, Teams / PBX use, and Office Suite Training
• Maintain Technology service desk policies and procedures
• Develop Knowledgebase articles for Technology group and end-users
• Manage Technology assets and maintain software / hardware inventory

Requirements

• Undergraduate degree in Computer Science, Information Technology, or a similar technical field
• 5 or more years experience in a similar role
• Extensive knowledge of Microsoft Active Directory, Windows 10/11, PC and Mac hardware, printing, peripherals, mobile devices, remote access, systems imaging, virus/malware removal, and productivity applications (Office 365, Google Apps, Adobe, Okta, Zoom, etc.)
• Working knowledge of ticketing platforms (Freshdesk preferred), operating systems migrations, automated deployment of software packages and updates
• Strong working knowledge of networking, wireless, servers, telecom and security principles
• Excellent interpersonal skills and command of written/spoken English, with the ability to communicate complex information easily and tactfully to a variety of audiences
• Demonstrated ability to identify and troubleshoot complex problems and see them through to a resolution
• Professional and service-oriented demeanor; must be able to work cooperatively with users and external partners
• Excellent attendance and punctuality
• Available to work on occasional evenings and weekends (as needed)
• Technical certifications a plus (e.g. MCP, MCSE, ITIL, A+, etc.)
• Fluency in written and spoken Latin American Spanish a plus

Benefits

We offer competitive compensation, as well as Life, LTD, ADD, medical and dentalRPP Plan, Healthcare spending account, and paid vacation and holidays.