Manage the full lifecycle of onboarding and offboarding tickets and processes, ensuring timely and accurate IT setup and deactivation
Provide high quality support for technical issues across our environment, with a focus on maintaining a high standard of end user experience
Manage and resolve inbound support requests via ticketing systems, email, Slack, and remote support tools (e.g. Zoom, Splashtop)
Maintain and support a variety of systems and devices, including MacOS, Windows, mobile devices, AV equipment, and printers
Provide advance troubleshooting for account issues impacting onboarding, focusing on critical systems including but not limited to Workday, Okta, Google, Slack, Zendesk, Jira, and Confluence
Remotely troubleshoot and resolve onsite IT issues related to conference rooms, printers, and other office systems as needed
Document and update IT policies, procedures, and troubleshooting guides for the IT team and for end user knowledge base articles
Identify trends and recommend process improvements to enhance support workflows and employee satisfaction
Assist with IT related projects and initiatives

2+ years of IT support experience in a fast paced Enterprise IT environment
Experience managing and maintaining an enterprise ticketing system is preferred (e.g. Zendesk, Jira, or ServiceNow)
Outstanding communication skills, which includes the ability to explain complex concepts to nontechnical audiences
Resourceful and creative problem solver with the ability to discover solutions through research, testing, discovery
Ability to work well under pressure, and self manage competing priorities
Experience working cross functionally and fostering stakeholder relationships
Desire to provide exceptional customer service and satisfaction
Team player with excellent communication skills
Attention to detail and a passion for accuracy
Preferred experience: Administration experience with Okta, Jira, Slack, and Google Workspace
Preferred experience: Integrating applications, building workflows and automation
Preferred experience: Familiarity with team based project workflows such as Agile or Kanban

Pay range: $30 - $40p/h

Benefits may be provided as part of the compensation package, depending on the position offered

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