Key Responsibilities

• Serve as the first point of contact for all IT support requests, ensuring timely and efficient triage of Freshservice tickets.
• Resolve Tier 1 and Tier 2 issues with clear and friendly communication, delivering white-glove end-user support across various platforms.
• Support macOS and Windows endpoints, including management through Iru (MDM), Microsoft Intune, Okta SSO, Google Workspace, Slack Enterprise, Zoom, and the Atlassian suite.
• Own the day-to-day ticket queue, ensuring all requests are handled promptly and accurately.
• Lead and manage the IT knowledge management program by creating and maintaining documentation for both human readers and AI tools.
• Continuously seek ways to improve IT support processes and leverage AI technologies to enhance the efficiency and effectiveness of the Helpdesk.
• Collaborate with cross-functional teams to identify and implement best practices in IT support.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience in IT support, particularly in a helpdesk environment.
• Strong understanding of macOS and Windows operating systems.
• Experience with SaaS applications and familiarity with tools like Microsoft Intune, Okta, and Google Workspace.
• Excellent problem-solving skills and the ability to communicate technical information clearly and effectively.
• A proactive and customer-oriented attitude with a focus on building relationships through support.
• Curiosity about AI tools and their application in improving IT support is a plus.

Benefits

• Competitive salary and comprehensive benefits package.
• Opportunities for professional development and continuous learning.
• A collaborative and innovative work environment.
• Flexible work arrangements to promote work-life balance.
• Engagement in exciting projects that leverage cutting-edge technology.