OverviewWe are seeking a detail-oriented and technology-driven professional to join our team as an IT Support. This dual-role position is designed for individuals who thrive on solving complex technical issues and optimizing business processes through innovative IT solutions. The ideal candidate will be responsible for providing Tier II support to Windows users, with a secondary role supporting macOS users, maintaining system capabilities, and acting as a bridge between the application development team and project stakeholders.Essential Functions
- Resolve complex issues self-assigned or escalated from Tier I relating to PC hardware, software applications, and mobile devices across global offices.
- Provide primary Tier II support for Windows users and secondary support for macOS users, escalating as necessary.
- Test existing equipment and programs to maintain system
- Review new systems and software for projects or upon
- Deliver, set up, and configure end-user hardware, software, printers, and mobile devices.
- Use remote access software to troubleshoot technical problems
- Utilize Help Desk software for managing and prioritizing workload, ensuring detailed documentation of work and resolutions.
- Familiarize with software and hardware used within the organization and assist in evaluating and recommending new technology.
- Train end users on proper use of hardware and
- Provide hardware/software/network technical assistance and configuration support to the Technical Operations team.
- Assist with the setup and support of audio or video conferencing
- Serve as a liaison between the application development team and project
- Analyze existing systems, business processes, and operational
- Gather, analyze, and document business requirements for IT
- Write and maintain software requirements specification
- Identify and resolve project issues promptly to minimize disruption to
- Collect project requirements, assess risks, and make informed
- Coordinate firmwide communications with an eye for graphic, font, and design
Education and Qualifications
- Bachelor's degree in information technology, Computer Science, Business Administration, or related Equivalent experience will also be considered.
Experience, Skills and Competencies Required
- 2-5+ years of proven experience in both technical support (Tier II for Windows, basic support for macOS) and business analysis, with a strong foundation in systems analysis and IT project
- In-depth knowledge of PC hardware, software applications, and mobile devices setup and
- Skilled in using remote access software and Help Desk systems to manage workloads and document solutions.
- Experience in evaluating and deploying new technologies within an
- Strong analytical and documentation skills, with the ability to write clear and concise requirements
- Excellent communication and training skills, capable of explaining technical information to non-technical
- Ability to quickly learn new technologies and applications, with a passion for embracing both the opportunities and challenges that technology presents.
- Adequate knowledge of change management, risk assessment, and project
- Exceptional ability to manage changing priorities and competing
Other DutiesThe selected candidate will be instrumental in ensuring the seamless operation of our IT infrastructure while enabling the organization to meet its technological and business objectives. This position offers the unique opportunity to contribute to both the technical and business facets of our operations, making it an ideal role for candidates who excel in cross- functional environments.Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.