- Associate’s degree in a related field and a minimum of three years experience providing desktop and user support; or an equivalent combination of education and experience.
- Experience working directly with end users on a fast-paced, customer-focused technical support services team, with knowledge of the tools and professional practices, processes, and policies needed to support and drive an outstanding user experience while maintaining good user and device security.
- Experience in mixed-platform computing environment with integrated directory service (Active Directory) including support for a large-scale deployment of domain-joined endpoints.
- In-depth knowledge and experience with Windows and Apple operating systems and client environments, including mid-level to advanced troubleshooting skills in areas like client security, troubleshooting system performance, device logging and settings (Windows Registry, macOS plist / Console, etc.)
- Knowledge of iPhone / iOS and Android mobile phones and tablets including device troubleshooting, connecting to wireless networks, cloud backup / restore capabilities, and connecting mobile devices to enterprise services like email.
- Exceptional troubleshooting skills with IT hardware and classroom technology, including, but not limited to : Apple and Windows-based desktops, laptops, tablets, projectors, printers, scanners, etc.
- Experience providing user support for desktop and cloud-based services and software, such as Dropbox for Business, Office 365 email / calendar, Microsoft Office, Google Apps, and Adobe Creative Suite.
- Strong working knowledge of IT security principles and best practices in enterprise and mid-market / SMB environments, including diagnosing and remediating viruses / malware, principles of desktop firewalls, whole disk encryption, practices for encrypted protocols in desktop applications, etc.
Demonstrated ability to recognize / diagnose possible client security threats and to resolve threats following documented organizational processes.
- Experience using (and contributing to) ticketing systems, knowledge bases, wikis, and other technical support tools.
- Ability to work both independently and collaboratively as part of a dynamic, results-oriented team, with excellent communication, time management, and customer service skills.
- Ability to move computer equipment and drive a small motorized vehicle
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