Techops Support Specialist

Techops Support Specialist

Requirements

• 1-3 years of hands-on experience in Mac and Windows Desktop Technical Support, with a focus on troubleshooting and issue resolution
• Strong working knowledge of Apple macOS and iOS hardware
• Experience administering and troubleshooting with Google Workspace
• Experience with hardware and system support (HP/Dell a plus)
• Solid understanding of Active Directory
• Familiarity with Conference Room technologies
• Experience with an ITSM tool (Freshservice, Jira, or similar)
• Good technical writing and documentation skills
• Strong problem-solving and analytical abilities
• Excellent communication and customer service skills

Responsibilities

• Provide first-level technical support: Offer initial assistance to users through various channels like phone, email, and in-person interactions
• Log and track support requests: Record and monitor support tickets within a ticketing system to ensure timely resolution and follow-up
• Perform basic troubleshooting: Diagnose and resolve common hardware problems, such as issues with workstations and peripherals, as well as software issues related to operating systems and applications
• Support Windows and Mac OS: Provide technical assistance for both Windows and Mac operating system environments
• Assist with user account management: Help with the creation of user accounts, password resets, and managing access permissions
• Install and configure software: Set up and configure standard software applications for users
• Set up and deploy hardware: Prepare and distribute computer equipment and other hardware for new users
• Contribute to the IT knowledge base: Create and maintain documentation of solutions for common problems to aid in future support efforts
• Escalate complex issues: Transfer more challenging problems to higher-level support or specialized teams for resolution
• Assist with onboarding and off-boarding: Support the IT aspects of employee transitions, including setting up accounts and equipment for new hires and removing access for departing employees
• Manage and track IT assets: Keep records of IT equipment and software licenses
• Provide basic user training: Conduct training sessions for end-users on how to use technology platforms and tools effectively

Preferred Qualifications

• Experience with managing Windows devices via Intune is a plus
• Experience with managing Apple devices via Kandji is a plus
• Bachelor’s degree in Information Technology or Computer Science preferred; or equivalent work experience demonstrating the required skills and knowledge
• Relevant Windows OS certifications are a plus
• Relevant Apple or Mac OS certifications are a plus