IT Support Specialist providing after - hours IT support and technical guidance at Deloitte. Collaborating with functional teams to meet user service requirements and ensure smooth IT operations.
About the role
- IT Help Desk team leader at Ironclad, managing support for technology needs and team collaboration. Overseeing technology policies and supporting executive leaders' assistance.
Responsibilities
- Work within the end user services team by helping solve inbound tickets and escalate as needed to ensure teammates can do the work they need to do by offering support for laptops, mobile devices, office hardware, apps like email, and more.
- Ensure SLA’s are met across key metrics, review and improve customer requests through metric driven analysis. Train team members on delivering a high bar of customer experience.
- Track and manage technology and policies to actively manage the company fleet.
- Prepare training materials and documentation to enable the team for success and manage inbound ticket requests. Create strategies to anticipate and alleviate blockers.
- Assist top leaders and their assistants in navigating technology support.
- Partner with teammates across Ironclad to solve technology problems as we scale from managing apps to supporting company growth.
- Enforce and comply with company policy with vendor and app management, security requirements (SOC, ISO, etc), Jamf and endpoint management.
- Continuous management of company FAQ’s and knowledge base documentation for end users and IT team members.
Requirements
- 3-5+ years experience of support in a technical management capacity.
- Experience in a fast-growing company; direct experience with SaaS products, solutions, or ecosystems preferred.
- Proficient in driving results and outcomes while solving complex problems.
- Team and goal-oriented. High output; low ego.
- Technical Experience: G-Suite admin, Jamf certifications (200/300), SAML integration experience/SaaS management, Meraki networking proficiency, 1Password, Zoom, Slack, scripting language (python preferred), Mac, Chrome, Office 365, etc.
- Mac and PC Hardware support (iPhones, iPads, Android, Google phones and tablets).
- Elevated understanding of networking principles and how to implement/manage networks (DHCP, DNS, SSID).
Benefits
- equity awards (a new hire grant, along with opportunities for additional awards throughout your tenure)
- competitive health and wellness benefits
- commitment to career growth and development
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