IT Support Specialist

     Duties in this role include:

• Service Desk
  • Monitor and triage incoming tickets in the IT Helpdesk Ticket Queue
  • Provide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issue
  • Research technical solutions in department specific applications
  • Diagnose, troubleshoot and resolve laptop, account and mobile issues
  • Follow up with end users, provide feedback, and see problems through to resolution
  • Support multiple locations and must be versed in providing remote support
  • Adhere to service level agreements and targets
  • Document procedures and develop end user instructions
• Site Support
  • Provide in-office and walk-up help desk support for local staff
  • Comfortable with supporting Zoom rooms and equipment
  • Support 3rd party site technicians as needed (telcos, workstation techs, other technical dispatches, etc.)
  • Manage on-premise hardware inventories
  • Provision, recover and redeploy laptops and peripherals
  • Provide back-up support for Service Desk as required.
• On/Off-Boarding
  • Process new hire requests, image and deploy laptops to new hires
  • Perform New Hire Orientations
  • Process off-boarding requests, asset and license recovery, and machine reimaging
• Account Administration
  • Seek and document approvals and create user accounts as requested for both new hires and ad-hoc requests
  • Terminate access as require for both scheduled and unscheduled termination as well as ad-hoc non-termination based account reductions and eliminations
  • Participate in and support audit activities, including but not limited to SOX and internal and external audits
• Hardware Support
• Install, configure, repair and maintain computers, desktop operating systems, software, and peripherals
• Troubleshoot network and remote access connectivity issues
• Knowledge of iPads, iPhones, Android
  Productivity and Application Support
• G-Suite (Docs, Sheets, Slides, Mail, Calendar)
• Microsoft Office Suite (Word, Excel, Power Point, Outlook)
• Other workstation and cloud applicationsCollaboration Tools and Conference Rooms
• Slack, Zoom, G-Suite
• Audio Video and collaboration hardware (cameras, screens, microphones)
• Conference Room schedulers
• Asset Management
• Keep up-to-date records on all IT related hardware and maintain the inventory database and related records
  Ensure software license compliance
• Project & New Technology Support
• Assist with documentation for Support Team members and IT customers
• Provide elevated post-launch support

• 3-5 years of hands on IT Helpdesk & Desktop Support experience required
• Ability to support Executives and their Executive Admins
• Must be confident in your technical abilities and be able to communicate effectively with a non-technical end user community
• Excellent customer service skills
• High energy and ability to work independently in a very fast growth environment
• Experience supporting a large heterogeneous SaaS environments including Okta, G-Suite, Workday, Salesforce, JAMF, Concur, etc
• Extensive knowledge and hands-on experience with Mac and Windows systems, as well ask desktop/laptop and mobile device management solutions
• Ability to effectively and efficiently troubleshoot hardware and software issues
• Solid understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN)
• Ability to communicate effectively, verbally and in writing with all levels of an organization
• Self-sufficient, self-managed, self-motivated, must be effective working independently, but also as a member of a team
• Flexibility in work hours may be required to work in shifts.
• Must be able work in a Zuora office as required
• Must have good people skills, working directly with end users in person, via chat and remotely
• Possible participation in a rotation to provide after-hours, weekend, or holiday on-call coverage

Shift: Role is on Rotational Shift