IT Support Administrator II

Everseen

1d•Onsite

About The Position

Join Everseen as an IT Support Administrator II and become a key driver of our technological success. In this role, you will advance your career by maintaining, upgrading, and improving our core infrastructure. You will sharpen your diagnostic skills by resolving issues quickly, build valuable collaboration skills by supporting diverse teams, and gain experience with the full employee lifecycle through hands-on support for onboarding, offboarding, and our proprietary hardware.

Requirements

Proven experience in technical support or help desk role with hands-on troubleshooting experience.
Expertise in Microsoft 365 administration, particularly for user onboarding/offboarding (account management, license assignment).
Strong proficiency in managing and troubleshooting Windows 11 and macOS environments.
Basic networking knowledge and practical experience are required.
Excellent oral and written communication skills in business-fluent English.
Be based in Washington DC to attend the office.

Nice To Haves

Bachelor's degree in a relevant field.
Microsoft 365 Fundamentals (MS-900) certification is preferable.
Cisco Certified Support Technician (CCST) certification is a plus.
Experience with Jamf for macOS management is a plus.
Basic Linux skills (installation, user management, server management) are considered a plus.
Analytical and Problem-Solving: Possesses strong analytical abilities to effectively troubleshoot technical issues, identify root causes, and implement lasting solutions.
Customer Focus: A passionate advocate for delivering solutions with a high level of customer satisfaction, prioritizing the user experience in every interaction.
Adaptability & Technical Curiosity: A strong desire to learn and master our proprietary hardware/software stack to effectively support internal teams in various settings.
Interest in Learning and Growth Mindset: Eagerness to explore new technologies, methodologies, and best practices to enhance skills. A results-oriented attitude with a drive to achieve objectives efficiently.
Professionalism & Teamwork: Strong attention to detail, a positive "can-do" attitude, stress tolerance, and the ability to work effectively as a collaborative team member.

Responsibilities

Manage the full lifecycle of user-generated tickets using our internal Service Desk, from initial response to final resolution.
Respond to requests for technical assistance in person, via phone, chat, and email, ensuring clear communication and timely follow-up.
Identify, escalate, and redirect issues requiring urgent attention or specialized resources to ensure efficient problem resolution.
Diagnose and resolve technical hardware and software issues across various platforms, including laptops, desktops, mobile devices, and servers (Windows, Linux, MacOS, Android, iOS).
Handle all technical aspects of employee onboarding and offboarding, including account creation, hardware provisioning, and access management within Microsoft 365 and other systems.
Identify and fix local network issues to ensure stable connectivity for users.
Develop a deep understanding of our proprietary solution and hardware stack used in our self-checkout demo area.
Provide hands-on technical support for internal teams using the demo area, both locally and at conferences.
Manage local IT assets, including inventory tracking, deployment, and maintenance.
Help create and update training manuals and documentation for new and revised software and hardware.
Inform management of recurring problems to contribute to long-term solutions.
Prepare and deliver activity and status reports.