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Macpower Digital Assets Edge LLC (MDA Edge)

IT Support Specialist

Macpower Digital Assets Edge LLC (MDA Edge), New York, New York, us, 10261


Job Summary

We are hiring an experienced IT Support Specialist to help scale and optimize our business processes, work with users globally to improve productivity, and provide in-person service at our offices by resolving all technical issuesYou will be a key member of the IT Support team and ensure the best possible user experience is being provided in every single interactionYou will provide exceptional customer service in your interactions with all users through tickets, email, and slack pingsYou will be able to multitask and troubleshoot multiple user issues simultaneously and own ongoing small to medium-project workThe expectation for this position is that you will apply deep troubleshooting skills and analysis, setting the bar for providing capabilities facilitating exceptional customer interactions to all users through tickets, systems, AV, and other mediums of engagementResponsibilities:

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 users 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

Build, configure, ship, receive and maintain hardware assets (computers and mobile devices)

Key Requirements:

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 toolsExtensive experience providing high-caliber support to all levels of staffExperience supporting customer IT needs within a global team supporting multiple regions and time zonesIn-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, Office 365)Provide other services to reduce tickets and ticket closure timesWork with partners to find efficiencies and implement improvements to our internal systemsWorking knowledge with securing/management of endpoints using JAMF, AirWatch, and InTuneExtensive experience troubleshooting AV/Conference room and Office Network related issues