IT Support Specialist
We're seeking a skilled IT Service Desk Analyst to provide top-notch support across multiple platforms for our global team.
Main Responsibilities:
* Deliver first-level response, triage, and troubleshooting for IT support requests across various channels and locations.
* Provide 2nd-level support, including deskside assistance and occasional travel to regional sites, while ensuring accurate ticket documentation, prioritization, and escalation when required.
* Identify trends in incidents to aid problem management, record system outages, and provide basic end-user training on IT tools and processes.
* Manage IT equipment tracking and recovery, coordinate vendor escalations, and author or update knowledge base articles and technical documentation.
* Participate in on-call rotations for after-hours support and follow IT service management practices, including change, incident, and problem management processes.
Requirements:
* Bachelor's degree in IT, Computer Science, or a related field.
* 2+ years of Level 1 IT support experience (Level 2 experience is a plus).
* Strong technical knowledge of Windows PCs, macOS, M365, and Active Directory.
* Excellent customer service skills and a team-oriented mindset.
* Certification in ITIL Foundation, Apple Certified Support, or similar is a bonus.
What We Offer:
* Employee support and mental wellness programs.
* An opportunity to grow your career within a stable and industry-leading organization.
About Us:
We value innovation and customer satisfaction, and we're committed to fostering a positive and inclusive workplace.