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Sr. Technical Support Specialist

4 months ago

Salt Lake City, United States Diligente Technologies Full time

Leadership and Functional Responsibilities:

● Work closely with HR and hiring managers to support employee onboarding and offboarding in a timely manner

● Maintain asset management

● Provide technical assistance and training to staff on using hardware and software programs including remote access

● Support and maintain user accounts including rights, security, and system groups

● Maintain user account administration across multiple systems and platforms, including but not limited to, Google Workspace, Office 365, Slack/Teams, and more.

● Maintain/Update/Upgrade PCs, MACs, printers, mobile devices, and related auxiliary systems.

● Self-manage tickets in Jira Service Management and report on issues and solutions to IT management

● Resolves and responds to employees Helpdesk calls/texts and communication after-hours for urgent issues, including on site.

● Documents work in the ticketing system, comments, and updates any follow up and work completed.

● Learn and use company software programs

● Troubleshoot, investigate and document system configuration and performance anomalies

● Work with vendor/internal developers to resolve all performance anomalies

● Perform functional testing, interpretation, and analysis of test results

● Responsible for the deployment of all related software and hardware

● Perform ad hoc maintenance requests

● Develop and improve documentation to support problem analysis and resolution

● Troubleshoot users’ issues and resolve problems

● Assist Infrastructure Team with troubleshooting network issues and network upgrades on site as necessary, to include after-hours testing and releases as needed

● Participate in troubleshooting and supporting security camera and equipment on site in relation with the Security Team

● All other duties as assigned

● Travel as needed

Education and Skill Requirements

● Experience with PC and Mac/iPhone support

● Experience with JAMF/Intune and MDM management

● Experience with Google Workspace, Microsoft AD and Office 365 administration

● Experience with Atlassian/Jira ticketing system or other helpdesk ticketing system, processes, and

procedures

● Excellent problem-solving and critical thinking skills

● Able to communicate effectively

● Experience troubleshooting technical issues

● Willingness to learn and self-educate

● Passion for customer service

● Easily adaptable

● Ability to multitask and manage time

● Work both independently and in teams as needed

● Both Written and verbal communication skills

● 8-10 Years’ experience in a technical support role

● 1+ Years troubleshooting network connection issues

● Requires a Bachelor’s Degree in Computer Science OR