IT Support Engineer

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Job description

To support West Coast hours.

In this role, you will be responsible for supporting our federal employees and ensuring they have the best support experience. You will be part of a globally distributed support team that provides dynamic IT support for our employees. You will also share knowledge with our employees, helping them to use technology to power their productivity as we continue on our Dynamic Work journey. You will be a strong advocate for our employees, learning and understanding their technology challenges and championing change with our technology solutions that makes it easier to get our best work done. Our team is helping to transform the future of work, which isn't easy but is tremendously fun and rewarding. We work on challenging problems, are data-driven, and always focus on the employee experience.

This IT Support Engineer will provide frictionless support, share best practices, and be a trusted advocate for our internal customers. A successful IT Support Engineer must have a strong understanding of common internet and SaaS applications (browsers, Slack, Google Workspace, Office, Okta), hardware (Apple/Windows), mobile phones and devices, networks, virtual desktops and operating systems. The ideal candidate will also have great attention to detail and will be comfortable working in a fast-paced environment. Quick issue resolution and regular proactive maintenance are key to keeping the organization running.

The goal is to empower the employees for success while ensuring the utmost security for the data.

Daily support and triage for our federal employees

Provide in-person and remote support to our employees (all worker types and employee levels). Requests will come in a variety of forms such as tickets, walkups, Slack, and email

Meet and/or exceed Service Delivery SLAs and CSAT goals

Break/Fix support as issues are discovered and resolving issues in a timely manner

Proactively look for opportunities to increase customer and team productivity

Effectively communicate with our customers and stakeholders with empathy and a customer first mindset

Create knowledge articles and videos to enable our team and customers with technology best practices

Strive to resolve all employee support interactions on first touch, whenever possible, while proactively and conscientiously balancing competing demands in a fast-paced environment

Ability to identify potential user issues as larger system or company-wide incidents

Bring a positive and fun spirit to the work you do each and every day

Skills:

Must live in the US and be a US Citizen.

3+ years experience with Mac and PC technical support.

3+ years experience working in a heavily SaaS-based environment with responsibility managing user/role-based access to systems.

2+ years supporting VDI solutions (VMware, AWS).

Flexible for early morning coverage and some late evening support.

Experience with high-priority escalations and high-pressure situations.

Strong ability to multi-task and successfully coordinate multiple projects simultaneously; ability to prioritize activities effectively, while ensuring a high level of accuracy and attention to detail.

Excellent communication skills and customer service attitude.

Self-starter with initiative and a high 'figure it out' factor.

Proven desire to take ownership of tasks and projects and follow through to completion.

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