Information Technology Specialist

Essense of Australia, Inc. • Lenexa, KS

6d

About The Position

Essense of Australia is seeking a service-minded IT Specialist to join its global IT team and provide technical support and customer service to staff. The role focuses on resolving user issues promptly, supporting colleagues across the business, and collaborating with the global technology team to improve the customer experience. The position reports to the Associate Director of IT.

The ideal candidate is approachable, professional, solution-focused, and comfortable handling both basic and complex user issues. They should use sound judgment, know when to seek guidance or escalate issues, document work, and proactively identify solutions to recurring support problems. The position includes participation in a rotating IT on-call queue that supports Essense operations 24/7.

Essense of Australia describes its culture as creative, collaborative, and team-oriented, and offers competitive salaries and a comprehensive benefits package. Applicants are asked to submit a cover letter addressing the stated criteria, a resume, and salary expectations.

Requirements

• At least 3 years of general IT support experience, including help desk, Microsoft AD/Server administration, and network administration.
• Hands-on help desk or technical user support experience.
• Ability to document and support work activities and proactively seek out and present solutions to recurring support issues.
• Experience with Active Directory.
• Experience imaging computers using Microsoft WDS and ownership of the computer imaging process.
• Solid experience with software and hardware troubleshooting.
• Solid experience with remote management tools.
• Basic networking, VPN, router, firewall, and Wi-Fi troubleshooting and support skills.
• Ability to perform employee IT training and onboard new employees.
• Ability to participate in the rotating IT on-call support queue.
• Strong customer service, communication, documentation, time management, prioritization, and problem-solving skills.
• Professional, approachable, structured, team-centered manner, with sound judgment and willingness to seek advice or escalate issues.

Nice To Haves

• Experience supporting executives.
• An IT-related degree and/or IT certifications; ITIL Foundation v4 certification is preferred.
• Familiarity with configuring and troubleshooting A/V technology, including web/video conferencing, large displays, conference room support, and basic sound configuration/support.
• Experience with Teams Rooms on Android.
• Experience with iOS and macOS administration, including MDM, Active Directory integration, and software and hardware troubleshooting.
• Experience with FreshService and Microsoft 365.

Responsibilities

• Prioritize support requests according to urgency and engage effectively with individuals throughout the organization, including executives.
• Proactively manage and resolve customer queries in a timely and efficient manner.
• Use creative problem-solving and demonstrate a willingness to learn.
• Collaborate with the global technology team to enhance the customer experience.
• Maintain attention to technical and aesthetic detail.
• Manage time effectively and complete daily tasks.
• Communicate effectively and document work activities.
• Maintain a mature and professional attitude and be receptive to feedback and coaching.
• Document and support work activities and proactively seek out and present solutions to chronic support issues.
• Provide employee IT training and onboard new employees.
• Participate in a rotating IT on-call support queue to ensure operations are supported 24/7.
• Provide general IT support, including help desk support, Microsoft AD/Server administration, network administration, and software and hardware troubleshooting.
• Configure and troubleshoot A/V technology and conference room systems.
• Support iOS and macOS administration, computer imaging, remote management tools, and basic networking/VPN/router/firewall/Wi-Fi issues.

Benefits

• Competitive salaries.
• Comprehensive benefits package.
• Opportunity to join an international industry leader and participate in a creative, collaborative culture that promotes teamwork.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed