End User Services – Onsite IT Support Technician

General Motors•New York, NY

1d•Onsite

About The Position

This role involves providing onsite IT support to users in the NYC office, ensuring the smooth operation of technology and monitoring service delivery. The technician will handle a variety of complex tasks, relying on experience and judgment to plan and accomplish goals. This position requires familiarity with various IT concepts, practices, and procedures within an enterprise environment.

Requirements

At least 5 years of increasingly complex technical IT Support/Trouble Shooting across Mac and Windows, video conference and basic networking issues.
High level of analytical ability where problems are unusual or difficult.
High level of interpersonal skills used to work effectively with others, motivate employees, and elicit work output.
Well-developed oral and written communication skills including experience creating clear work instructions and documentation to support newly developed solutions.
Knowledge and understanding of Corporate/unit policies and procedures.
Demonstrated technical and professional skills in job-related area.
Knowledge of computer software and hardware in an enterprise environment.
Related professional certifications or related education.
Experience working with enterprise support tools like Ansible, Chef, Intune and JAMF.
Experience with Mac support (laptops, tablets and cell phones).
Experience with Windows hardware platform (Desktop, laptop, thin clients and tablets).
Experience troubleshooting both common enterprise software on a variety of hardware as well as custom written internal software running on the same hardware.
Ability to troubleshoot common WiFi and network issues.
Experience supporting executives and other VIP users.
Experience working with ticket and project tracking tools like ServiceNow and Jira.
Excellent level of analytical ability, communication and interpersonal skills required to build relationships with team members and leaders and customers to solve problems and resolve issues.
Demonstrates initiative by reaching beyond work assigned to improve output and/or help others.
Proven ability in project management skills and ability to teach others.
Demonstrated ability to manage multiple and significantly complex projects and assignments with high level of autonomy and accountability for results.

Nice To Haves

Occasional (2-4 times a year) travel to other sites may be required as needed.
Inventory management experience including managing hardware inventory, audits, and ordering new hardware.

Responsibilities

Being onsite daily to support users in the NYC office with their technology needs.
Monitor service delivery and IT health of the environment.
Prepares, analyzes, summarizes and presents data in formats appropriate for the decision process (oral, written reports, presentations).
Frequent contact with other teams outside your normal work group.
Holds yourself and others accountable for demonstrating GMs values and cultural behaviors.
Support Windows and Mac desktops and laptops for various onsite and remote users.
Support local Video Conference systems.
Support basic WiFi and Network issues for users.
Support file shares for local users.
Onsite support up to 5 days a week.
Onsite and remote support for Windows and Mac systems.
Support new user onboarding by coordinating hardware needs for incoming employees and users to deploy the correct solutions on day 1.
Support local video conference systems and help run meetings as requested.
Support local executives when they are onsite.