About this role
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
• First Point of Service Excellence: Provide exceptional first-level technical support to our work-at-home workforce, addressing hardware, software, and network connectivity issues in real-time. • Remote Assistance Mastery: Utilize various remote tools, web meetings, email, service desk tickets, and instant messaging to deliver prompt and effective solutions to end-users. • Closure Rate Optimization: Achieve a high closure rate for first-level support by leveraging a diverse set of remote software tools to troubleshoot and resolve technical issues. • Thorough Documentation: Document all resolutions and escalations meticulously within our internal ticketing system to ensure a comprehensive and organized record of IT support activities. • Hardware Configuration and Troubleshooting: Configure and troubleshoot a range of devices, including computers, thin clients, Mac computers, and peripherals necessary for our work-at-home operations. • Procedural Adherence and Continuous Improvement: Follow established procedures while occasionally exercising sound judgment. Contribute to the development of new standard operating procedures as we acquire new technologies, with a focus on meticulous task documentation. • Process Enhancement: Improve existing processes by evaluating objectives, reviewing proposed changes, and making recommendations to enhance efficiency and effectiveness. • Information Security Compliance: Reinforce information security compliance across all IT support activities. Knowledge/Skills:
• 2+ years of work experience in a fast-paced IT desktop support role; BPO experience is preferred. • Proficiency in Windows Operating Systems and Microsoft Office 365. • Proficiency in Mac OS Operating System and software products. • Proficiency with computer hardware, thin client hardware, software, VPN, and remote computer tools. • Thorough documentation of all technical interactions and resolutions is required to ensure comprehensive tracking of IT support activities. • VMware knowledge. • Knowledge of Windows Active Directory. • Intune MDM and Jamf MDM. • MFA knowledge in configuring and managing end-users. • Excellent written and verbal communication skills with the ability to interact with non-tech users. • Flexibility to work evening and weekend hours when needed. • Ability to learn and understand new and potentially complex products. • Strong problem-solving skills. • Demonstrates honesty, integrity, and teamwork. • Adaptable to change and able to work under pressure. • Good time management skills and ability to multitask. • Maintains high standards of ethical and professional conduct.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!