IT Support Specialist assisting customers with e - forms requests and managing ticket documentation. Oversight and classification of tickets within a service level agreement framework.
About the role
- IT Helpdesk Analyst providing 1st and 2nd line support for a branding business. Responsible for resolving technical issues for over 170 employees in a hybrid working environment.
Responsibilities
- Resolve day to day IT issues for our team of 170+ employees
- Solve and manage technical problems in a hands-on role
- Support all levels of the user community, primarily in a Mac-based environment
- Onboard and offboard staff and freelancers
- Maintain audits of hardware and software
- Manage loan equipment and accessories
- Log and maintain a record of support tickets through the IT Helpdesk system
- Provide functional technical support for hardware and software face-to-face and remotely
- Ensure network, server, and IT services are accessible to users
- Provide support for printing equipment including wide format colour managed printers
- Train and assist users in various software packages
Requirements
- Strong 1st and 2nd line IT support experience
- Proficiency in Mac OS X 15 and Windows 11
- Experience supporting Adobe Creative Cloud products (Illustrator, Photoshop, etc.)
- Proficiency in MS Office 365 Suite (Outlook, PowerPoint, Excel, Teams, OneDrive)
- Familiarity with Keynote and video conferencing platforms
- Experience with JAMF (preferred)
- Knowledge of computer hardware, networking, and cloud services
- Experience managing printing equipment (including wide-format colour-managed printers)
- Strong problem-solving skills with a hands-on approach
- Ability to multitask and work under pressure
- Methodical and diligent work style with excellent record-keeping
- Excellent people skills to support users at all levels
- Strong communication skills (eg keeping users updated on ticket progress)
- Experience working in creative agency environments
Benefits
- Pension Plan
- Training & Development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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