Shift Lead responsible for managing the technical support team at Boldr. Delivering training, support, and exceptional client service in a hybrid work environment.
About the role
- IT Support Analyst providing frontline technical support for Windows and Mac users. Diagnosing and troubleshooting hardware and software issues in a hybrid environment.
Responsibilities
- Install, configure, and maintain operating systems (Windows and macOS), software applications, and security updates.
- Collaborate with cross-functional teams to escalate complex issues and ensure prompt resolution.
- Assist in the setup and deployment of new laptops, ensuring proper software installations, configurations, and user profiles.
- Manage user accounts, access rights, and permissions on both Windows and Mac platforms.
- Educate and guide end-users on best practices for laptop usage, data security, and system optimization.
- Maintain accurate records of support requests, troubleshooting steps, and issue resolutions.
- Create and update documentation for common technical issues and solutions.
- Stay up-to-date with the latest technology trends and advancements in the IT field.
- Deliver timely and effective solutions to IT issues, ensuring minimal downtime for end users.
- Prioritize and resolve tickets based on severity and urgency to meet Service Level Agreements (SLAs).
- Communicate clearly and empathetically with users to understand their technical problems and provide guidance.
- Offer training or documentation to empower users and reduce recurring issues.
- Log and document support tickets accurately for future reference and analysis.
- Identify patterns in technical issues to suggest improvements to IT systems or processes, contributing to overall efficiency.
Requirements
- Bachelor's degree in Information Technology or related field, or equivalent work experience.
- Proven experience providing technical support for both Windows and Mac laptops.
- Strong knowledge of Windows (10 & 11) and macOS operating systems.
- Proficiency in diagnosing and resolving hardware and software-related issues.
- Familiarity with remote desktop support tools and ticketing systems.
- Excellent communication skills, both written and verbal.
- Ability to effectively explain technical concepts to non-technical users.
- Detail-oriented and organized approach to problem-solving.
- Adept at multitasking and managing priorities in a fast-paced environment.
- Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or Apple Certified Support Professional (ACSP) are a plus.
Benefits
- Multiple medical insurance plans to choose from
- Dental, vision life and disability insurance
- Employee Emergency Fund
- Company equity (stock options)
- Open PTO policy
- 401K plan with company match
- Hybrid/flexible work environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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