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Senior IT Service Desk Tech
4 months ago
About Your Contributions:
- Reporting to an IT Service Desk Manager, as a member of the IT Service Desk team, provides support to the Dotdash Meredith staff, including desktop support issues primarily on-site, and remotely as needed. Support may take place in-person or remotely via phone, Zoom, and Slack.
- Collaborate with other IT teams to escalate complex problems, support project testing and deployment, and proactively communicate updates to end-users and stakeholders throughout the resolution process.
- Troubleshoot and resolve issues on Mac OS and Windows computers.
- Monitor ticket queues and Slack support channel, providing exceptional support and resolution times.
- Ensure provided support meets SLAs.
- Participate in the on-duty rotation covering walkup support, Slack, and ticket management.
- First point of escalation for L1 and L2 IT service desk related issues.
- Assist with application provisioning and deployment of new equipment to end-users and new staff.
- Provide backup support for conference and Zoom room needs.
- Work with vendors to schedule hardware repairs.
- Assist with management and auditing of hardware inventory, as well as software site licenses.
- Create, manage, and maintain internal technical documentation as is relevant to the team.
- Stay updated on current technologies, troubleshooting techniques, and best practices in IT support.
- Assist with ad-hoc and team projects as needed.
- This is an on-site role.
About You:
- 4+ years of experience in an in-person or virtual technical support role in a fast-paced, high-volume support environment.
- Strong troubleshooting skills with hardware, software, and peripherals.
- A strong dedication to customer service excellence.
- Proven ability to think critically and find solutions under pressure.
- Strong macOS and Windows 10/11 proficiency.
- Mac and PC hardware troubleshooting.
- Experience in managing and troubleshooting cloud-based services such as Slack, Google, Workspace, Office 365, and other SaaS applications.
- Experience with an MDM system such as Jamf and Intune.
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP).
- Strong desire to learn new technologies and systems.
- Zoom and Zoom room support experience.
- Comfortable working with ticketing systems such as Jira Service Desk.
- Ability to work occasionally after hours and on weekends for maintenance and as part of an on-call rotation, if needed.
- Industry-recognized certifications such as CompTIA A+, Network+, Security+, are a plus.
- Bachelor's degree preferred.
