Job Description : Responsibilities :
Responsibilities :
- Technicians will proactively work with customers to create a world-class digital user experience, whether in the office, traveling internationally, or ensuring uninterrupted service / support for submission success.
- Work will focus on improving productivity through proactive identification / remediation of potential hardware issues, leveraging data analytics to determine areas of focus, and proactively ensure devices meet security standards (patches, driver updates, supported app levels, etc.).
- IT On Point technicians are the primary point of contact for hardware, operating systems, and enterprise applications, new hire onboarding, accessory assistance, and users' adoption of new and upcoming IT initiatives and services.
- As a key contributor to this team, candidate will bring candidate high learning agility and end-user / customer service skills to understand the critical business processes that enable productivity through technology.
- Candidate will bring technical and customer experience to troubleshoot technical issues when they arise.
- With candidate curiosity about all things technical and willingness to drive change, candidate will work with peers and customers to improve the digital user experience across the company.
- Working knowledge in the set-up, configuration, and use of computer hardware, software, and network including internet security and data privacy principles.
- Diagnostic and problem-solving skills with focus on endpoint devices, and peripherals, and advanced knowledge of all O365 (Word, Excel, Outlook, PowerPoint, Azure, SharePoint, Teams, etc.)
- Excellent technical and non-technical communication skills required : ability to partner with other Infrastructure teams to troubleshoot technical issues;
must be able to translate technical content for non-technical customers.
- Basic understanding of multiple operating systems (Windows, Mac, iOS).
- Certification as an IT Technician will be an advantage (e.g., Microsoft Certified IT Professional).
- The Workforce Productivity Services team is looking for an IT Support Technician with expertise in Windows and Macs.
Qualifications :
- Completed Apple Certifications : CompTIA A+ and Apple Certified Support Professional.
- Completed Microsoft 365 Fundamentals Certification.
- Previous Help desk experience.
- Previous Customer Service experience.
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