Apply critical thinking to complex user requests and provides as much context and information as possible to deliver the best solutions as quickly as possible - Troubleshoot client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network - Support user requests and performs remote installations as needed - Assist remote users with access problems ranging from password resets to network access failures - Support messaging & calendaring services and content collaboration - Support issues with mobile devices - Lead in ticket processes and provides coaching for other technicians when workflow deficiencies are identified Have deep understanding of defined team metrics, such as backlog, aging, and effectiveness; this technician then takes actions based on the current trends in service - Attend and participate in weekly team syncs by driving actionable discussions - Display learning agility by actively seeking answers when technically challenged - Seek feedback from other Help Desk Technicians to optimize and improve support, while also maintaining a solid understanding of general user support needs and requirements Required Skills - HS Diploma or GED - 3 years of experience in a Help Desk role w/walk-up service required, VIP support preferred - 80% Mac. OS support, 20% Windows - Strong interpersonal communication skills with a high degree of empathy is a must - Demonstrable understanding of Mac OS from command line troubleshooting to resolving individual application failures required - Advanced working knowledge of collaboration tools such as Slack, Teams and Google Workspace required - Demonstrated knowledge of Microsoft Exchange and/or Google Admin, including a firm understanding of Groups and permissions, is required - Knowledge of Windows, in issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues, is a plus - Familiarity with platforms such as ServiceNow, Zendesk, Jira, or Okta preferred - Experience in supporting PCs and Windows OS in a commercial or enterprise environment - Strong knowledge of supporting iOS and Android devices in a commercial or enterprise environment - Working knowledge of video collaboration, including tools like Zoom, WebEx, etc. - Working knowledge of Active Directory and basic AD administration #LI-JW 1