IT Support Specialist L2

Functioning as part of a Walk-Up Concierge support team, individuals in this position will serve as a first point of contact providing day-to-day comprehensive technical support to end-users in the areas of laptops, ipads, mobile devices, and network connectivity. The L2 IT Support Specialist technician will assume full ownership of request and incident resolution, status and tracking of individually assigned tickets, as well as complete Help Desk tasks including initial ticket triage, prioritization and escalations. Customer predominantly uses Mac OS, Windows , Chrome OS, with a growing Linux environment.

How You Will Make An Impact: 

• Answer questions and provide support for employees in person at our amazing offices and online (via email, Slack, and tickets)
• Image Mac, Windows, and Linux computers and configure these computers for employees
• Work with various IT departments and the IT Support team to be the point person at the office to perform important tasks such as troubleshooting network connectivity, testing Audio/Visual (AV) equipment, and handling inventory
• Offer ideas to streamline our processes and improve upon existing programs
• Take on projects of impact to the employee experience
• Perform small project-based work to improve IT and systems
• Showcase your knowledge by training other employees on new applications, hardware, and more

What You Will Need To Succeed:

• HS Diploma or GED
• 2+ years related IT experience
• Experience troubleshooting Chrome OS
• Exceptional verbal and written communication skills with an emphasis on being clear, concise, and friendly
• Empathy and passion for the customer's experience
• You have a history of expanding your knowledge via technical training (self-taught and/or formal) and certification
• A drive to assist customers and solve their technical problems
• A history of providing great customer service
• Experienced with MacOS, Chrome, and Windows
• Problem solving and intuitive troubleshooting skills
• An understanding of connecting computers to networks especially over Wi-Fi
• A human-centric approach to your work. You want to be a resource for employees, to help answer questions they have, while in the office
• This role may include regular weekend coverage

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