Summary/Job Purpose:
Provides IT support and responds to technical issues from end users; resolves software and equipment problems; tracks issues for timely resolution; updates users on request status. Also applies innovation and automation to optimize business operations.
Responsibilities:
- Independently troubleshoot hardware and software for end users.
- Adhere to established ITSM and other technology policies and processes.
- Adhere to routines for quality, efficiency, and security per SLA and SOC1 regulations.
- Prepare and review technical documentation for knowledge articles as required.
- Ensure compliance of application turnover documents before production.
- Resolve support tickets with minimum escalation.
- Assist in resolving infrastructure and application issues.
- Install and maintain infrastructure and desktop applications.
- Update routines for new products or methods.
- Maintain runtime performance and availability.
- Present performance metrics to the management team.
- Manage multiple tasks concurrently.
- Handle C-Level matters with discretion.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Problem Solving - Identifies root causes and resolves problems in a timely manner.
- Teamwork - Balances team and individual responsibilities.
- Judgement - Makes timely and sound decisions.
- Planning/Organizing - Prioritizes and plans work activities.
- Quality - Demonstrates accuracy and thoroughness.
- Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities.
- Innovation - Employs original thinking and creativity
- Customer Service - Demonstrates a positive customer service attitude and adept at oral and written communication
Education and Experience Required:
Diploma/Degree & Experience
- Bachelor's degree (B. A / B.Sc.) from four-year college or university
- 8+ years hands on experience in IT Service Desk and Field Support environments.
- Excellent verbal, written, and interpersonal skills. Must have the ability to communicate effectively with users at all technical skill levels.
- Extensive experience maintaining and troubleshooting Windows PCs and environment
Technical Skills Required
Experience in setup, administration and support of the following technologies:
- Azure Portal (Azure VD, Entra ID)
- Intune, including Company Portal
- M365/Exchange Admin Center
- Microsoft Teams Admin Center
- Active Directory
- Powershell
- Automation
- Endpoint Central
- Microsoft Windows 11
Macbook support is a plus
Experience in the following system and skills:
- MS Teams Conference AV system
- Mobile devices (iPhone/iPad)
- CyberArk Endpoint Privilege Manager
- CyberArk Privileged Access Management
- GPO
- DHCP
- DNS
- Zscaler
- Okta
- Bitlocker
- Japanese language proficiency is not required but a plus
Summary/Job Purpose:
Provides IT support and responds to technical issues from end users; resolves software and equipment problems; tracks issues for timely resolution; updates users on request status. Also applies innovation and automation to optimize business operations.
Responsibilities:
- Independently troubleshoot hardware and software for end users.
- Adhere to established ITSM and other technology policies and processes.
- Adhere to routines for quality, efficiency, and security per SLA and SOC1 regulations.
- Prepare and review technical documentation for knowledge articles as required.
- Ensure compliance of application turnover documents before production.
- Resolve support tickets with minimum escalation.
- Assist in resolving infrastructure and application issues.
- Install and maintain infrastructure and desktop applications.
- Update routines for new products or methods.
- Maintain runtime performance and availability.
- Present performance metrics to the management team.
- Manage multiple tasks concurrently.
- Handle C-Level matters with discretion.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Problem Solving - Identifies root causes and resolves problems in a timely manner.
- Teamwork - Balances team and individual responsibilities.
- Judgement - Makes timely and sound decisions.
- Planning/Organizing - Prioritizes and plans work activities.
- Quality - Demonstrates accuracy and thoroughness.
- Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities.
- Innovation - Employs original thinking and creativity
- Customer Service - Demonstrates a positive customer service attitude and adept at oral and written communication
Education and Experience Required:
Diploma/Degree & Experience
- Bachelor's degree (B. A / B.Sc.) from four-year college or university
- 8+ years hands on experience in IT Service Desk and Field Support environments.
- Excellent verbal, written, and interpersonal skills. Must have the ability to communicate effectively with users at all technical skill levels.
- Extensive experience maintaining and troubleshooting Windows PCs and environment
Technical Skills Required
Experience in setup, administration and support of the following technologies:
- Azure Portal (Azure VD, Entra ID)
- Intune, including Company Portal
- M365/Exchange Admin Center
- Microsoft Teams Admin Center
- Active Directory
- Powershell
- Automation
- Endpoint Central
- Microsoft Windows 11
Macbook support is a plus
Experience in the following system and skills:
- MS Teams Conference AV system
- Mobile devices (iPhone/iPad)
- CyberArk Endpoint Privilege Manager
- CyberArk Privileged Access Management
- GPO
- DHCP
- DNS
- Zscaler
- Okta
- Bitlocker
- Japanese language proficiency is not required but a plus
