We are looking to hire a new Senior Information Technology Specialistwho will be responsible for providing onsite and remote technical support to Bounteous Team members in an efficient and accurate manner. The Helpdesk is the front line and is responsible for solving basic technical problems. The Helpdesk’s objective is to quickly identify a team member’s issue and resolve basic desktop issues with that person. Qualified candidates will be willing to manage vendor relationships for procuring laptops, their accessory hardware and any installed software. Experience is required to diagnose and resolve package or application problems. The respective team member will assist the Helpdesk with SaaS or internal applications to keep Bounteous' teams operating efficiently. Role and ResponsibilitiesSupport, monitor, test, and troubleshoot hardware and software problems related to the Bounteous global Apple & Windows laptop fleetSet up equipment for employee use, performing or ensuring proper installation of laptops, operating systems, or appropriate software.Performs account management and maintenance for various applications and systems (e. g., creates or modifies user accounts and permissions, and performs password resets).Assisting the Talent and Culture team with onboarding new team members on their first day, providing access to products and services, and answering any IT concernsAssist with full Device lifecycle including purchasing, deployment and decommissioning, recycling/selling of discarded devicesBe an escalation path on the Tier 1 Helpdesk by assisting and providing guidance on tickets assigned to other team members as needed. Escalate to operations, solutions, infrastructure engineering teams, or appropriate resolver team when assistance is neededUse the incident logging system(SolarWinds) to maintain incidents and requests through the complete ticket life cycleCreate support documentation as appropriate for all hardware resources in line with Bounteous processes. Required Qualifications5+ years of hands-on Office 365 user administration5+ years Apple Mac support experienceHands-on Azure Active Directory administration: file and share permissions, user administration: password & MFA resets Experience with improving system's performance by recommending, and implementing hardware updates including firmware changes and break/fixPerform trouble call resolution, diagnosis of complex problems, user support follow-up, and Technician interaction with other IT employees, Team members, and outside vendorsRequire minimal supervision and provide oversight for assigned projectsAdvanced English Fluency to engage with U.S. customers and read, write, and understand technical documentation.Effectively manage all Assets via an asset management toolExperience with software as a service (SaaS) and other software hosting protocols Preferred QualificationsBA/BS in Computer Science and or equivalent experience (Preferred, not required: Associates (or equivalent) degree in Computer Science or Information Technology from a technical school)May require lifting or carrying desktop computers up to 50 lbsExperience managing and maintaining infrastructure devices, including switches, routers, and firewallsExperience deploying packages in Microsoft Endpoint management (Intune)Experience deploying packages in Apple/Mac Endpoint management (Kandji)SolarWinds Service Manager experience.
