Key Skills Required: Proficiency in Windows and Mac operating systems, experience with Office 365, understanding of Cloud infrastructure, imaging techniques, and troubleshooting capabilities.The successful candidate will be responsible for identifying, delivering, and installing electronic equipment at end-user workstations.They will provide assistance with setting up video conferencing meetings and troubleshooting any related issues.This role also involves maintaining accurate inventory records and ensuring the stock room remains organized and tidy.Light one-on-one training will be conducted to help users understand and effectively use technology.Support staff with hands-on IT issues and refer complex inquiries to the internal IT support desk when necessary.The specialist will staff the TechZone desk during office hours from 09:00 AM PST to 5:00 PM PST, with potential changes to accommodate special company events.Utilize Service-Now to log, manage, and resolve incidents efficiently.Communicate effectively and professionally with internal IT personnel and end-users.Be prepared to offer individualized training using pre-existing training materials.Install and uninstall electronic equipment, including the transportation of devices and disposal of outdated equipment.Image laptops and desktops (Windows/Mac) as required.Assist with video conferencing setup and troubleshooting.Manage desk setups, facilitate end-user desk moves, and oversee electronic equipment removal.Possess strong organizational skills to track and maintain electronic equipment inventory, including laptops, monitors, cables, headsets, adapters, and printers.Demonstrate exemplary customer service skills, with the ability to empathize with users and address their needs effectively.Work efficiently in a fast-paced environment and prioritize urgent concerns.Direct end users to the internal IT support desk for matters not covered in this description.Collaborate with customer IT leadership to resolve personnel issues within 90 days, or face potential dismissal.Assist local facilities teams in the U.S. with IT-related needs.Provide support to U.S.-based users regarding local IT needs, such as the shipping of laptops and accessories.Proficiently assist customers with technical requirements involving laptops, desktops, desk phones, headsets, mice, keyboards, mobile devices (iOS, Android), and printers.Alert IT management of any developing IT issues within the U.S. office or global IT systems, such as SSO outages or printing issues.Prioritize the needs of VIP members.Shadow and familiarize oneself with white glove service protocols.
Dec 8, 2023
