IT Support Specialist

5 days ago


New York, New York, United States Simons Foundation Full time
Job DescriptionAbout the Role

We are seeking an experienced and dynamic individual to lead our IT support team. As a Lead IT Support Specialist, you will be responsible for managing a team of IT support specialists, providing day-to-day IT support, and overseeing the execution of various tasks.

Key Responsibilities
  1. Team Management

Lead a team of IT support specialists, allocate tasks, and ensure efficient workload distribution.

Day-to-Day IT Support

Provide technical assistance to foundation staff, configure and deploy Macs, troubleshoot hardware, and manage cloud accounts.

Ticket Management

Allocate incoming support tickets to team members, ensure equitable distribution, and run queue review meetings.

Team Metrics

Monitor and analyze key performance metrics related to ticket resolution times, customer satisfaction, and team productivity.

Tier-2 Support

Provide technical escalation support and investigate issues efficiently to minimize downtime and impact on business operations.

Requirements
  • Education and Training

Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.

Experience

4+ years of experience with Mac troubleshooting and IT support, experience with macOS Mobile Device Management (MDM) solutions, and strong proficiency in administering and supporting SaaS applications.

Skills and Requirements

Proficiency with the command line interface, expert ability to troubleshoot iOS devices, detail-oriented, patient, and excellent interpersonal, verbal, and written communication skills.

About the Simons Foundation

The Simons Foundation is committed to cultivating an inclusive work environment and actively seeks a diverse applicant pool. We provide equal opportunities to all employees and applicants for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, genetic disposition, neurodiversity, disability, veteran status, or any other protected category under federal, state, and local law.



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