IT Support Specialist

What You’ll Do

Authentic is looking to hire in-house IT Support Specialist. In this role, you'll be responsible for the support of all technology within Authentic. Our company is growing fast, and we need a hands-on, experienced technology specialist to both directly support all our employees and assist in shaping our technology future. In this role, you'll be expected to be hands-on, ready, and eager to roll-up your sleeves and solve problems. Our current technology stack consists of both Macs and PC's (desktops and laptops), Office 365, VOIP telephone services, Dropbox, and numerous other marketing and sales technologies.

What you’ll be working on

• Resolve ticket requests daily for tier 1 and 2 technical issues
• Consistently track and complete all tasks in the IT ticketing system
• Own communication between end users and escalation for higher profile issues
• Maintain outstanding verbal communication skills with the ability to communicate seamlessly with technical and non-technical colleagues at all levels in the organization
• Daily interaction with end-users in response to their inquiries, concerns, and requests.
  Supporting in fact, including Active Directory, Microsoft Exchange, Office 365, Zoom (managing user and group accounts, permissions)
• Provide executive support
• Responsible for account provisioning (new hires) and off boarding (terminations)
• Train and guide staff in best practices for hardware and software usage
• Support On-Site office operations (Printers, A/V equipment in conference rooms, workstation setup)
• Use remote support tools to guide end users through troubleshooting steps
• Troubleshoot a variety of technical issues across different operating systems (macOS, Windows, mobile iOS)
• Proactively create and update documentation pertaining to IT related resolutions
• Inventory new/existing IT hardware
• After hours support and/or some weekend work is expected as required by the business
• Coordinate and facilitate vendor support for hardware failures and/or maintenance.
• Work one-on-one with employees at all levels to troubleshoot and correct hardware and software issues.
• Assist with server and system updates
• The ability to lift, squat, move at least 40lbs.

Must Haves:

• 3-5 years’ experience in providing end user support in mid-large business
• A self-starter ability to multitask, prioritize issues based on severity and work within a team environment
• Approach users’ issues with empathy
• Strong knowledge of MAC OS (70%), Microsoft OS (30%)
• Dropbox support experience
• Experience with automated management and deployment such as JAMF, ConnectWise products
• Ability to learn new technologies quickly and with minimal guidance
• Thrives on technical challenges and takes pride on solve them
• Able to promptly and tactfully communicate with end users, provide solutions and/or direct requests of unresolved issues to appropriate IT team members
• Thorough understanding of hardware setup and software installations including Office 365, and account setup including email accounts, server access, and VPN access
• Outstanding organizational and time-management skills; you must be comfortable handling periods of high demand and expediting numerous priorities simultaneously
• Good knowledge of cyber security and data privacy principles
• Degree in Computer Science, Engineering