Job Description

• Providing first and second level support on computer hardware and software issues on both Microsoft and Apple platforms
• Ensuring timely recording, tracking, escalation, and resolution of end-user technical problems and requirements received via telephone, e-mail, or in person
• Recording all calls in the Technology Ticket Management System as per escalation procedures and priority settings and assigning to appropriate Technology staff member
• Tracking IT hardware and software inventory
• Assisting in documenting and communicating user/technical service policies for products
• Developing reference and training materials and providing end-user training
• Supporting outside normal business hours
• Supporting various off-site locations

• A university degree or diploma, preferably in a technical related field
• 2 – 3 years’ experience within the Information Technology industry in a support capacity
• Proficient in the Microsoft Ecosystem, including Office/O365, Exchange 2013/16, Remote Desktop, Server, and Desktop OS
• Strong knowledge of Apple MacOS and iOS devices
• Thrives in a fast-paced, team-oriented environment, handling multiple tasks efficiently and collaboratively
• Strong organizational skills and attention to detail, with the ability to multi-task and balance priorities
• Exceptional written and verbal communication skills, fostering clear and concise interactions with both technical and non-technical stakeholders
• Exceptional customer service skills with an ability to interact in a professional and friendly manner with users at all organizational levels
• Solid problem solving and troubleshooting skills coupled with a willingness to learn
• Possess a valid driver’s license and vehicle
• Ability to work flexible, extended hours, as required