Overview
Supports IT service delivery activities to ensure reliable access to technologies and systems. Contributes to maintaining service quality and user satisfaction under supervision.
Key Responsibilities
- Provide routine technical support by following established procedures.
- Log, track, and escalate issues in accordance with defined service management processes.
- Document common issues and adhere to standard workflows.
- Assist with minor service enhancements under supervision.
- Complete assigned tasks from work queues or backlogs and participate in Agile ceremonies.
- Collaborate with team members to support service delivery activities.
- Communicate clearly and escalate issues as required.
- Build skills through active learning and knowledge sharing.
- Apply feedback to improve individual performance.
- Manage the full range of information technologies for the office, including desktop support, conferencing support, remote access and network support, IT standards maintenance and implementation, knowledge sharing, asset inventory, local vendor relations, contract/SLA understanding, and local office training.
Required Experience
- 10 years of experience or equivalent combination of education and experience.
- Demonstrated knowledge and proficiency in: Windows 11 operating systems, Apple products (iPhone, iPad, related ecosystems), Microsoft M365 suite, collaboration tools (MS Teams, Zoom, Webex), technical troubleshooting (desktops, laptops, network printers), audio-visual (AV) systems, video conferencing, event support, asset management (inventory tracking, disposal).
- Working knowledge and familiarity with: Network infrastructure (Windows Server, Cisco Wi-Fi access points, Cisco video conferencing equipment, LAN, cabling, rack UPS systems, ISP connectivity, MPLS links), AI tools and concepts (user-level familiarity with Copilot, ChatGPT, Gemini, Claude), Agile methodologies (Scrum, Kanban frameworks), IT service management practices (ITIL Incident Management, Service Fulfillment), Azure DevOps (user-level proficiency), ServiceNow (user-level proficiency).
Qualifications
• High school diploma
