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Senior Desktop Support Specialist

2 months ago

New York, United States Biobot Analytics Full time

**Senior Desktop Support Specialist**

New York / Technology / Full Time **Position Summary** Reporting to the Chief Technology Officer, the Desktop Support Specialist will be our first hire and will be responsible for providing software application and technical assistance within the company. This person will play a key role in diagnosing, troubleshooting, and resolving application questions and issues, providing overall IT support to our internal staff. The Desktop Support Specialist must be able to work independently in a high-volume work environment and have experience supporting Apple-heavy businesses.

**The position requires working in our New York office location*** + Manage relationship with external IT service partners

+ Manage IT assets such as employee laptops and a small collection of on-prem assets

+ Manage identity providers and implement SSO solutions

+ Address user tickets regarding hardware, software, and networking

+ Conduct remote troubleshooting

+ Report customer feedback and potential product requests

+ Help create technical documentation and manuals

+ Partner with People Operations to create a robust onboarding IT program for new hires

+ Follow preset SLA agreements to ensure closer and resolution of daily tickets

+ Follow up with users to ensure customer satisfaction

+ Interact and collaborate with many different teams to restore service, identify, and resolve issues, and document all resolutions

+ System support and maintenance. Includes account and user management for various web-based tools

+ IT Project and task-related functions (Includes data entry, equipment inventory, and hardware swap-outs)Perform other duties as assigned

+ Bachelors degree in Computer Science/Information Technology preferred, or equivalent working experience

+ Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role

+ Deep experience supporting Apple/Mac/MDM/JAMF

+ Minimum of at least 4 years of experience IT support in a startup/fast-growing organization

+ Expert with Operating Systems, user hardware, and accessories, Office/Mac products, server management Skills, and, mobile device support

+ Experience with application support, hardware support, networking support, server, and infrastructure support, outage support, and assist with community service restoration

+ Must be proactive and a team player with the ability to prioritize competing departmental and individual needs

+ Excellent problem-solving and multitasking skills

+ Knowledge of network security practices and anti-virus programs

+ Excellent problem-solving and multitasking skills

+ Experience working in a scientific field

+ Experience defining and instituting new systems (e.g. SSO, ISTM solutions)