End User Services – Onsite IT Support Technician

GM•New York City, NY

1d•Onsite

About The Position

This role is for an End User Services – Onsite IT Support Technician responsible for providing technology support to users in the NYC office. The technician will monitor service delivery and IT health, prepare and present data, and collaborate with other teams. The position requires a strong understanding of IT concepts, practices, and procedures, relying on experience and judgment to plan and accomplish goals. The role involves performing a variety of complicated tasks and requires training, education, and/or experience in Computer Operations.

Requirements

At least 5 years of increasingly complex technical IT Support/Trouble Shooting across Mac and Windows, video conference and basic networking issues
High level of analytical ability where problems are unusual or difficult
High level of interpersonal skills used to work effectively with others, motivate employees, and elicit work output
Well-developed oral and written communication skills including experience creating clear work instructions and documentation to support newly developed solutions.
Knowledge and understanding of Corporate/unit policies and procedures
Demonstrated technical and professional skills in job-related area
Knowledge of computer software and hardware in an enterprise environment
Related professional certifications or related education

Nice To Haves

Experience working with enterprise support tools like Ansible, Chef, Intune and JAMF
Experience with Mac support (laptops, tablets and cell phones)
Experience with Windows hardware platform (Desktop, laptop, thin clients and tablets)
Experience troubleshooting both common enterprise software on a variety of hardware as well as custom written internal software running on the same hardware.
Ability to troubleshoot common WiFi and network issues
Inventory management experience including managing hardware inventory, audits, and ordering new hardware
Experience supporting executives and other VIP users
Experience working with ticket and project tracking tools like ServiceNow and Jira
Excellent level of analytical ability, communication and interpersonal skills required to build relationships with team members and leaders and customers to solve problems and resolve issues
Demonstrates initiative by reaching beyond work assigned to improve output and/or help others
Proven ability in project management skills and ability to teach others
Demonstrated ability to manage multiple and significantly complex projects and assignments with high level of autonomy and accountability for results.

Responsibilities

Being onsite daily to support users in the NYC office as needed with their technology needs
Monitor service delivery and IT health of the environment
Prepares, analyzes, summarizes and presents data in formats appropriate for the decision process (oral, written reports, presentations)
Frequent contact with other teams outside your normal work group
Holds yourself and others accountable for demonstrating GMs values and cultural behaviors
Support Windows and Mac desktops and laptops for various onsite and remote users
Support local Video Conference systems
Support basic WiFi and Network issues for users
Support file shares for local users
Onsite and remote support for Windows and Mac systems
Support new user onboarding by coordinating hardware needs for incoming employees and users to deploy the correct solutions on day 1.
Support local video conference systems and help run meetings as requested
Support local executives when they are onsite.