IT Support Specialist (Level 2)

SugarShot•Nyc, NY

13d•Hybrid

About The Position

SugarShot is an information technology company with practice areas in Cybersecurity, IT Support and Professional Services. We are growing quickly, been honored on the Inc. 5000 3 years in a row, and have excellent opportunities for great people who are looking to make a real difference in the market place. Our name is unique, because our story is unique, and so is our future. Come join us! In addition to great pay and benefits we offer a super cool, tech company environment, comprehensive health benefits, 401K.

Requirements

Ability to diagnose and solve more complex hardware and software problems.
In-depth knowledge of various operating systems (Windows, MacOS, Linux (bonus)).
Skills in managing and configuring software applications and computer hardware.
Experience with desk-side support tools and techniques.
Experience with remote desktop support tools and techniques.
Ability to track and prioritize issues, escalating when necessary.
Basic understanding of cybersecurity principles and practices.
Proficiency in configuring and troubleshooting peripheral devices like printers, scanners, etc.
Proficient in identity management tools (Okta & Entra), Jira (Confluence), Google Workspace, Jamf, Intune, & Slack
Local to the NYC office.
Be able to lift at least 30lbs.
Must be highly detail oriented and a proven commitment to high quality workmanship.
Must have excellent, thorough, and methodical problem-solving skills.
You must be able to work with challenging personalities and always maintain a professional and positive demeanor with users.
Must have a drive and a “-ness” about you that takes pride in supporting your workstations/users.
Must be a self-starter.
Must have excellent interpersonal and English communication skills (spoken and written).
You must have a reliable mode of transportation, cell phone, high-speed internet connection, and a dedicated, distraction-free workspace to support remote work requirements.
A good sense of humor.
Enjoy working in a team and as an individual contributor.
Basic IT certification(s) with Microsoft or CompTIA required.
2 years’ experience in a helpdesk/support technician role.

Nice To Haves

Linux (bonus)

Responsibilities

Respond to remote and on-site support requests in a timely and professional manner.
Troubleshoot complex issues with laptops and workstations.
Install, configure, and upgrade PC software and operating systems.
Maintain detailed documentation of all interventions.
Be eyes, ears, and hands for network troubleshooting.
Escalate unresolved issues to Level 3 support.
Perform after-hours on-call duties, per on-call rotation schedule.
Work on-site from the Nashville office as needed.
Provide professional technical support to C-suite and executives in a fast-paced and high-pressure environment.