Technical Support Specialist
2 weeks ago
AHEAD is at the forefront of digital transformation, crafting platforms that empower businesses through innovative cloud infrastructure, automation, and analytics. We are committed to fostering a culture of inclusivity where diverse perspectives are celebrated and valued.
Position Summary:
The Desktop Support Engineer acts as a crucial liaison for end users, representing the AHEAD IT Operations team. This role encompasses addressing and resolving user support incidents related to endpoint hardware and software, managing standard IT requests, and escalating complex issues to higher-tier support staff.
Key Responsibilities:
- Serve as the primary contact for users requiring technical assistance, both in-person and remotely.
- Manage incoming support tickets to ensure prompt and effective resolution of issues.
- Troubleshoot technical problems and provide clear, thorough communication to users.
- Escalate unresolved issues to the appropriate IT Operations team members.
- Document incident actions and follow-up details in the IT ticketing system.
- Provide technical support for Windows and macOS laptops.
- Assist users with Microsoft 365 desktop and web applications.
- Support cloud applications and productivity tools.
- Deliver on-site assistance for office technology, including copiers, printers, and audio/video conferencing systems.
- Participate in troubleshooting and maintenance of office technology and infrastructure projects.
- Help create user accounts and set up new users.
- Assist with password resets and user account management.
- Develop and maintain user-facing documentation on procedures and solutions.
Qualifications:
- Minimum of 5 years in a desktop support capacity.
- Strong technical support skills with Microsoft 365 and laptop hardware (Windows 10, macOS).
- Experience with ServiceNow or JIRA.
- Familiarity with remote support tools.
- Knowledge of Mobile Device Management tools and endpoint security solutions.
- Ability to support VOIP and teleconferencing systems.
- Proficient in troubleshooting infrastructure issues.
- Excellent problem-solving and organizational skills.
- Collaborative team player willing to share knowledge.
- Effective communicator with strong documentation skills.
- Willingness to work onsite multiple days a week.
Education:
- Bachelor's Degree.
- Technical certifications are a plus.
Why Choose AHEAD:
At AHEAD, we believe in the power of diversity and the strength it brings to our organization. We invest in our employees' growth through advanced technologies, training opportunities, and support for professional development. Our comprehensive benefits package includes medical, dental, and vision insurance, a 401(k) plan, paid holidays, and more.
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