Helpdesk Operations Technician

About the position

As an Helpdesk Operations Technician, you will play a crucial role in ensuring the smooth and efficient operation of our organization's information technology infrastructure. You will be responsible for providing technical support to our internal and external stakeholders, resolving issues promptly, and maintaining a high level of customer satisfaction. Your expertise and dedication will contribute to the overall success of our IT department and the company as a whole. This position is fully on-site.

Responsibilities

• Processing of laptop replacement queue.
• First point of contact within Global Service Desk (GSD) support channels including (but not limited to) ITSM ticketing platforms, Slack support channels (as determined by GSD leadership), and in-office walk-up support.
• Respond to common technical difficulties, training and guidance requests from user base involving desktop/laptop hardware and software/applications.
• Monitoring and actioning appropriate ITHELP Jira queues as directed by GSD.
• Software Provisioning / Deprovisioning within scope/access constraints of role within GSD.
• Adherence to standard escalation processes for IT tickets.
• Adherence to standard ticket handling practices as directed by GSD (e.g., components, labels, other ITSM related fields).
• Slack Administration (within role access constraints).
• Google Workspace Administration (within role access constraints).
• Laptop imaging and set up for new and existing employees.
• Ensure Standard Operation Principles (SOPs) are followed, and all processes and procedures adhere to EOS company policy/standards.
• Primary ownership of cadenced (as directed by GSD) office desk workspaces for peripheral testing, replacement and general tech readiness.
• Other IT/Helpdesk support as needed.

Requirements

• Technical certification or bachelor's degree in IT-related field preferred.
• Ability to communicate and write proficiently in a corporate environment.
• 3-6+ years of proven experience in a helpdesk or technical support role working at an enterprise level environment.
• Strong understanding of Apple operating systems, software applications, and network systems.
• Excellent problem-solving and communication skills.
• A commitment to providing exceptional customer service.
• Ability to work independently and in a team-oriented environment.
• Familiarity with IT service management (ITSM) and helpdesk software is a plus.