IT Business Services Specialist

Core Requirements

• Support the end-user community, both in office and remote.
• Provide basic to advanced troubleshooting for software and hardware issues on multiple platforms (macOS, Windows 10/11, iOS, and Android).
• Onboard and offboard end users.
• Support the office technology platforms, including wireless and wired networks, conference room technology (Zoom and Microsoft Teams), automation systems, and AV streaming technology.
• Provide white-glove IT support for executives, as well as at marketing events held in the office or other locations.
• Asset management (managing the lifecycle of IT equipment from procurement to e-waste).
• End-point management.
• Leverage vendor support wherever possible to offer the best solution quickly.
• Train and provide documentation to Level 1 and 2 support team members.

Other Requirements

• Be diligent in ensuring support tickets are closed or reassigned within SLA, with clear and detailed notes.
• Do everything with data security and SOX compliance in mind.
• Project Work
• Participation in ISO/SOX/SOC Security Audits to cover for IT-BS tasks
• Ensure that all bespoke setups and new procedures are clearly documented to ensure consistency within the team.
• Relentlessly look for ways to improve what we do.

Must-haves:

• Minimum of 2 years macOS & iOS support experience in a corporate environment.
• Minimum of 3 years Windows 10/11 support experience in a corporate environment.
• Strong basic and advanced troubleshooting skills.
• Experience with Office 365 administration (Intune, Entra ID (formerly Azure AD), SharePoint, Exchange, etc.).
• Experience with Active Directory or similar tools like ADManager.
• Creative thinking (thinking “outside the box”) and resourcefulness.
• Effective communication skills, both verbal and written.
• Strong documentation abilities.
• Experience with the full Office 365 suite.
• Prior experience with Zoom and Microsoft Teams conferencing.
• Experience with common ticketing systems, like Jira or ServiceNow, with SLAs and KPIs tied to them.
• Local to the US LOCATION, with the ability to travel at short notice when required.
• Able to prioritize based on impact and urgency.

Desirable

• Experience with asset management tools and processes.
• ITAM Experience.
• Experience with directly supporting executives (Senior VP levels and higher).
• Wi-Fi and LAN troubleshooting.
• Experience with ISO audit preparation and remediation.
• Experience collaborating with different departments.
• Experience working with 3rd party vendors for support.