Job Description

We are seeking a highly motivated and detail-oriented Helpdesk Support Specialist to join our growing team. In this role, you will be the first point of contact for our employees, providing exceptional technical support and ensuring a smooth and efficient IT environment. You will be responsible for troubleshooting hardware and software issues, managing user accounts, and supporting a variety of critical applications.

Responsibilities:

• Provide timely and effective technical support to end-users via tickets, email and in-person while addressing hardware, software, and network issues.
• Troubleshoot and resolve technical problems related to Windows and macOS operating systems, including laptops, desktops, and peripherals.
• Manage user accounts and access permissions using JumpCloud.
• Manage user email and groups using Google WorkSpace.
• Support and maintain Atlassian suite applications (e.g., Jira, Confluence), Slack and other company wide applications.
• Administer and troubleshoot Zoom Rooms systems, ensuring seamless video conferencing experiences.
• Onboard and offboard employees, including setting up new user accounts, configuring hardware, and managing access permissions. Including shipping laptops to new hires and pickup once off boarded.
• Manage IT procurement: sourcing, ordering, and inventory management of hardware and software.
• Document technical solutions and procedures to build a comprehensive knowledge base.
• Maintain accurate records of support requests and resolutions.
• Provide training and support to end-users on various software and hardware applications.

Desired skills:

• Proven experience in a Helpdesk or IT support role.
• Strong knowledge of Windows and macOS operating systems.
• Experience with troubleshooting hardware and software issues.
• Familiarity with JumpCloud and Google WorkSpace for user management.
• Experience with Atlassian suite applications (Jira, Confluence).
• Knowledge of Zoom Rooms and video conferencing systems.
• Proficiency in providing support for Slack.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to prioritize and manage multiple tasks effectively.
• Excellent organizational and time-management skills.
• Ability to work independently and as part of a team.
• Experience with IT procurement processes is a plus.

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