Stax - Cincinnati, OH
posted 3 months ago
About the position
The Technical Support Specialist (TSS) will play a crucial role in diagnosing and resolving issues related to Operating Systems, applications, connected peripherals, and computer hardware for internal clients. This position requires a proactive approach to managing the company's technical assets, which includes inventory management, maintenance, and assignment of technical resources. The TSS will take ownership of support requests reported by colleagues, ensuring that each request is resolved, escalated, or further action is identified to provide a timely resolution. The ideal candidate will possess a broad knowledge of various technologies, operating systems, and networking concepts, along with a commitment to continuous learning and improvement in these areas. Key responsibilities include initial triage and troubleshooting of IT Service Desk tickets, maintaining detailed updates, and ensuring that incidents and requests are handled in accordance with established service level agreements (SLA). The TSS will execute technical plans set forth by the Information Systems Manager, configure endpoints across multiple operating systems, and maintain an asset inventory across various locations. Additionally, the role involves providing hardware and peripheral support, assisting in company-wide technology projects, and contributing to security tasks such as patch management across different environments. The TSS will also be responsible for creating and maintaining configuration documentation and collaborating on automation scripts for MacBook deployments, among other duties as assigned.
Responsibilities
- Initial triage, troubleshooting, maintaining entries of detailed updates & resolving Internal IT Service Desk tickets.
- Ensures incidents and requests are handled according to service level agreements (SLA) by taking ownership of incidents/requests through to resolution/fulfillment.
- Execute the plans set forth by the Information Systems Manager on a technical level.
- Endpoint configuration for multiple operating systems including MacOS and Windows devices.
- Maintain Asset Inventory across multiple locations.
- Hardware & Peripheral support and maintenance.
- Assist in companywide technology projects and implementations as needed, including design, deployment and configuration of applications, hardware, and tools.
- Assist with security tasks such as patch management in Windows, Mac and Linux environments.
- Create and maintain configuration documentation, as well as system and operations documentation.
- Maintain existing & collaborate on creating automation scripts for MacBook deployments.
- Other duties as assigned.
Requirements
- 2+ years of related experience and/or training, or equivalent combination of education and experience.
- Superb verbal and electronic communication skills.
- Strong analytical skills with the ability to produce strong results.
- Able to work independently and be a self starter.
- Strong working familiarity with Mac OS X & Windows OS.
- Knowledge with all Apple Products (MacBook, MacMini, iPhone, iPad, AppleTV, etc.).
- Experience with troubleshooting, installation, maintenance of Office Equipment such as printers, headsets, conference web equipment, desk phones, monitors, TVs.
- Proficient with multiple Web Conferencing Applications & related hardware.
- Solid understanding of network concepts and troubleshooting skills, DNS, IP and network hardware.
- Familiarity developing scripts for automating administrative tasks.
- Additional Applications Experience is a Plus: Office365, Google Workspace, Okta, Jamf, Slack, Zoom, Jira, Dialpad, and/or Zapier.
- Ability to carry/relocate computer & other electronic equipment weighing up to 60 lbs.
- Strong data management, communication and organizational skills.
- Experience creating reports, optimizing processes, and managing dashboards.
- Superb time management, prioritization of tasks and ability to meet deadlines independently.
- Strong proficiency in Google Office (Doc, Sheets, Slides, Drive, Gmail, Calendar).
- Highly self-motivated and dependable.
Nice-to-haves
- Experience with additional applications such as Office365, Google Workspace, Okta, Jamf, Slack, Zoom, Jira, Dialpad, and/or Zapier.
