IT Support Engineer

Compass Pathways•Jersey City, NJ

2d•$75,000 - $100,000•Hybrid

About The Position

The IT Support Engineer will be responsible for working with internal users in the organization and assisting with audio-visual and IT related setups and issues. The role requires attending the office full time and supporting end-user requests, taking responsibility for Zoom Rooms audio-visual technology, and overseeing various digital platforms like JAMF, Microsoft, and Atlassian products. This position involves logging service desk tickets, troubleshooting IT hardware and software, collaborating on projects, supporting end-user devices and mobile devices, providing VIP support, acting as Technician on Duty for important US-based conference calls, creating AV/IT documentation, and proactively improving AV/IT systems and processes. The engineer will also stay up-to-date with current technology trends and best practices.

Requirements

Excellent issue resolution ability for audio-visual conference rooms, Windows, macOS and mobile devices
High level of understanding of Zoom and audio-visual technology
Good understanding of corporate mobile device provision and how to solve problems, experience with Intune and JAMF
High level of understanding and experience of Office 365 & Microsoft products
Good working knowledge of audio-visual hardware, especially Logitech and Zoom technology
Experience working in IT work management/ticketing systems, Jira service desk experience a plus
Ability to prioritize workload and involvement with VIP support
Strong analytical, project management, written and verbal communication skills
Previous involvement with on-boarding / off-boarding of employees
Proficient dealing with digital security threats
Exceptional problem-solving skills in high pressure situations
Completely self-sufficient and able to work with minimal supervision & support
Ability to operate independently and in cross-functional teams under uncertainty in an entrepreneurial and rapid growth-oriented
Experience working in an ITIL environment, including request, incident and change management processes
Strong alignment with core company mission and values

Responsibilities

Manage technical tasks related to onboarding and offboarding of Compass users
Attend the office full time and support end user requests
Take responsibility for the Zoom Rooms audio-visual technology in every conference room
Oversee and manage a wide variety of digital platforms such as JAMF, Microsoft, & Atlassian products
Logging service desk tickets from internal employees and working with them to resolve any technical issues
Troubleshooting and resolving IT hardware and software issues
Collaborate on projects with cross functional teams as needed
Support hardware and software of all end user devices
Setting up and support end user mobile devices
VIP support of our senior staff
Act as Technician on Duty for important US-based conference calls
Create high quality AV/IT Documentation resources
Proactively create tasks to improve AV/IT systems and process
Remain up to date with current technology trends and best practice