About the job
Key Skills Required: Proficiency in Windows and Mac operating systems, experience with Office 365, understanding of Cloud infrastructure, imaging techniques, and troubleshooting capabilities.
- The successful candidate will be responsible for identifying, delivering, and installing electronic equipment at end-user workstations.
- They will provide assistance with setting up video conferencing meetings and troubleshooting any related issues.
- This role also involves maintaining accurate inventory records and ensuring the stock room remains organized and tidy.
- Light one-on-one training will be conducted to help users understand and effectively use technology.
- Support staff with hands-on IT issues and refer complex inquiries to the internal IT support desk when necessary.
- The specialist will staff the TechZone desk during office hours from 09:00 AM PST to 5:00 PM PST, with potential changes to accommodate special company events.
- Utilize Service-Now to log, manage, and resolve incidents efficiently.
- Communicate effectively and professionally with internal IT personnel and end-users.
- Be prepared to offer individualized training using pre-existing training materials.
- Install and uninstall electronic equipment, including the transportation of devices and disposal of outdated equipment.
- Image laptops and desktops (Windows/Mac) as required.
- Assist with video conferencing setup and troubleshooting.
- Manage desk setups, facilitate end-user desk moves, and oversee electronic equipment removal.
- Possess strong organizational skills to track and maintain electronic equipment inventory, including laptops, monitors, cables, headsets, adapters, and printers.
- Demonstrate exemplary customer service skills, with the ability to empathize with users and address their needs effectively.
- Work efficiently in a fast-paced environment and prioritize urgent concerns.
- Direct end users to the internal IT support desk for matters not covered in this description.
- Collaborate with customer IT leadership to resolve personnel issues within 90 days, or face potential dismissal.
- Assist local facilities teams in the U. S. with IT-related needs.
- Provide support to U. S.-based users regarding local IT needs, such as the shipping of laptops and accessories.
- Proficiently assist customers with technical requirements involving laptops, desktops, desk phones, headsets, mice, keyboards, mobile devices (iOS, Android), and printers.
- Alert IT management of any developing IT issues within the U. S. office or global IT systems, such as SSO outages or printing issues.
- Prioritize the needs of VIP members.
- Shadow and familiarize oneself with white glove service protocols.
