Description

This position shall contribute to the efficiency and effectiveness of technology operations within the organization, supporting a dynamic and collaborative work environment. This position is a multifaceted role within the Technology team, responsible for providing frontline Tier 1 support, managing technology inventory, facilitating technology onboarding and training, as well as supporting various teams within the organization. This position plays a critical role in ensuring the smooth operation of technology systems and optimizing technology-related processes. This position is an internal client-facing position which requires them to a high level of customer service experience, ability to clearly communicate, be resilient, efficient administrative skills along with "geek" mentality to support a diversified workforce of technological skills.

Frontline Tier 1 Support

Provide prompt Tier 1 support for technology issues, including troubleshooting hardware and software problems, responding to user inquiries, and escalating issues as necessary. Examples of Tier 1 support:

• Tier 1 personnel manage the helpdesk, where they receiving reported by users. They serve as the first point of contact for users seeking assistance.
• Tier 1 personnel manage the helpdesk, where they receive and log incidents reported by users. They serve as the first point of contact for users seeking assistance.
• Maintain company security standards utilizing existing software. Isolate problem workstations and complete security scans before returning to service. Receive, Inventory, and accurately track new and returned hardware from users. Configure or reconfigure hardware for new users in accordance with established checklists and guidelines.
• Install and update printer, docking station and hardware specific drivers. 

Deliver exceptional customer service and ensure timely resolution of technology-related issues to minimize disruption to business operations in accordance with our IT customer service standards. Collaborate on other IT functions including network services, software systems and/or application development to restore service and/or identify problems. Document solutions to problems and recommend changes. Tier 1 personnel manage the helpdesk, where they receive and log incidents reported by users. They serve as the first point of contact for users seeking assistance.

Inventory Management

Track technology inventory, including hardware assets and applications, to ensure accurate tracking, maintenance, and availability.

Accountable for ensuring incoming and outgoing equipment inventory is accurate. Track software application usage. In coordination with the Office Manager ensure the technology billing is accurate and provide up-to-date analysis, as requested, to ensure we optimize operations. 

Training

Facilitate technology onboarding for new employees, including setting up accounts, providing access to systems, and delivering orientation on technology tools and resources.

Conduct refresher training sessions for existing employees to ensure proficiency in technology usage and compliance with organizational policies.

Manage quarterly Infosec (Information Security) training sessions and ensure compliance with security protocols and regulations.

Confidentiality and Additional Responsibilities

Maintain confidentiality and integrity in handling sensitive information and technology-related data.

Accept additional responsibilities and support multiple teams as business needs evolve and change.

Performs other duties and responsibilities as requested or required.

Requirements

Job Qualifications.

• Valid driver's license and insurance per our Travel policy
• Associate degree or specialized training in IT field is helpful
• Experience in providing technical support and troubleshooting technology issues.
• Basic understanding of computer hardware, software, and mobile devices.
• Proven customer service and communication skills with the ability to interact effectively with users at all skill levels and personalities.
• Ability to communicate clearly in multiple forms such as, in-person, email, and Teams chat.
• Ability to work under pressure
• Ability to maintain awareness of and seek to meet the needs and wants of the user without being prompted. 
• Effective organizational skills
• Attention to detail to manage technology inventory and billing processes.
• Ability to adapt to changing priorities, work independently, and collaborate with cross-functional teams.
• Proficient knowledge of printers, desktops, laptops and networking equipment
• Knowledge of Microsoft Office 365, iOS, Android and Windows.
• Ability to problem solve, learn quickly and multi-task.
• Willingness and desire to learn and grow in the Information Technology field.

Position and Expected Work Hours

This is a full-time position. Standard hours are Monday through Friday, 8 hours per day, with a flexible start time to be determined. A flexible work schedule may be approved after a training period along with a hybrid schedule if eligible. Additional hours are expected during busier periods. 

Working Conditions.

While performing the duties of this job, this position is frequently required to sit, stand, walk, talk or hear; uses hands to finger, handle, or touch objects or controls. On occasion, the colleague may be required to climb and work in high places, stoop, bend or reach above the shoulders and climb under desks. 

The position must frequently lift, push, or pull up to 25 pounds and occasionally lift, push or pull up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The position is an office-based position with potential for limited remote after a year.