IT Support Specialist/IT Support Analyst/ IT Specialist

Role: IT Support Specialist/IT Support Analyst/ IT Specialist Location: New York, NY 10018, USA (Onsite) Duration: Long termOutcomes You will support our core platforms - user support, ticketing, procurement, and provisioning You will take ownership of customer issues escalations as a member of the IT support staff applying your understanding of systems within multiple applications in our tech stack Document all processes and update current documentation for the established process Complete and document assigned project work and provide updates to ensure accuracy Work with other ITS team members to improve efficiency by implementing new processes, tools, strategies, and automation Work collaboratively across IT and serve as an ambassador for the IT organization with our internal stakeholders Provide the very best customer service experience for all bricksters when troubleshooting their support requests by applying your technical skills, problem-solving abilities, and specialized knowledge to educate our workforce Maintain the asset inventory system and ensure all hardware/software allocations are logged Competencies Experience working on a high-volume ticketing system (+4000 PM) 2+ years of experience or related experience in administering and maintaining ITSM systems and related tools Extensive experience providing high-caliber support to all levels of staff Experience supporting customer IT needs within a global team supporting multiple regions and time zones In-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Windows 10, Chrome OS, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365) Provide other services to reduce tickets and ticket closure times Work with partners to find efficiencies and implement improvements to our internal systems Working knowledge with securing/management of endpoints using JAMF, Airwatch, and InTune Extensive experience troubleshooting AV/Conference room issues, and Office Network related issues Keywords: Mac, Okta, Windows