Senior Helpdesk Technician

Bounteous x Accolite makes the future faster for the world's most ambitious brands. Our services span Strategy, Analytics, Digital Engineering, Cloud, Data & AI, Experience Design, and Marketing. We are guided by Co-Innovation, our proven methodology of collaborative partnership.

Bounteous x Accolite brings together 5000+ employees spanning North America, APAC, and EMEA, and partnerships with leading technology providers. Through advanced digital engineering, technology solutions, and data-driven digital experiences, we create exceptional and efficient business impact and help our clients win.

Role and Responsibilities of Helpdesk

• Support, monitor, test, and troubleshoot hardware and software problems related to the Bounteous Apple & Windows laptop fleet
• Set up equipment for employee use, performing or ensuring proper installation of laptops, operating systems, or appropriate software.
• Performs account management and maintenance for various applications and systems (e. g., creates or modifies user accounts and permissions, and performs password resets).
• Assisting the Talent and Culture team with onboarding new team members on their first day, providing access to products and services, and answering any first-day IT concerns
• Assist with full Device lifecycle including purchasing, deployment and decommissioning, recycling/selling of discarded devices
• Be an escalation path on the Helpdesk by assisting and providing guidance on tickets assigned to other team members as needed.
• Escalate to operations, solutions, infrastructure engineering teams, or appropriate resolver team when assistance is needed
• Use the incident logging system(SolarWinds) to maintain incidents and requests through the complete ticket life cycle

Preferred Qualifications

• BA/BS in Computer Science and or equivalent experience (Preferred, not required: Associate s (or equivalent) degree in Computer Science or Information Technology from a technical school)
• 5+ years of hands-on Office 365 user administration
• Push and install workstation and third-party patches
• Hands-on Azure Active Directory administration: file and share permissions, user administration: password & MFA resets
• Experience with improving system's performance by recommending, and implementing hardware updates including firmware changes and break/fix
• Perform trouble call resolution, diagnosis of complex problems, user support follow-up, and Technician interaction with other IT employees, Team members, and outside vendors
• Develop test specifications and create support documentation as appropriate for all hardware resources in line with Bounteous processes.
• Support remote users via VPN technologies
• Require minimal supervision and provide oversight for assigned projects
• Advanced English Fluency to engage with U.S. customers and read, write, and understand technical documentation.
• Effectively manage all Assets via an asset management tool
• May require lifting or carrying desktop computers up to 50 lbs
• Experience managing and maintaining infrastructure devices, including switches, routers, and firewalls
• Experience with software as a service (SaaS) and other software hosting protocols
• 5+ years Apple Mac support experience
• Experience deploying packages in Microsoft Endpoint management (Intune)
• Experience deploying packages in Apple/Mac Endpoint management (Kandji)
• SolarWinds Service Manager experience

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Research shows that women and other underrepresented groups apply only if they meet 100% of the criteria of a job posting. If you have passion and intelligence, and possess a technical knack (even if you’re missing some of the above), we encourage you to apply.

Bounteous is focused on promoting an inclusive environment and is proud to be an equal opportunity employer. We celebrate the different viewpoints and experiences our diverse group of team members bring to Bounteous. Bounteous does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status, or any other status protected under federal, state, or local law.

In addition, you have the opportunity to participate in several Team Member Networks, sometimes referred to as employee resource groups (ERGs), that host space with individuals with shared identities, interests, and passions. Our Team Member Networks celebrate communities of color, life as a working parent or caregiver, the 2SLGBTQIA+ community, wellbeing, and more. Regardless of your respective identity, there are various avenues we involve team members in the Bounteous community.

Bounteous is willing to sponsor eligible candidates for employment visas.

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