IT Support Specialist II

Job Description: Desktop Engineers are responsible for providing level 2 & 3 support by responding to, evaluating, and prioritizing incoming IT support requests to the IT service desk by internal end users in a flexible, fast paced and growing, but very customer focused environmentsoftware issues affecting end user technology devices including Dell/Apple/Microsoft desktops/laptops, iPhones, Android, Zoom VC, and Cisco VoIP phones. Follows-up on any open incidents, escalates to Sr. IT team members (when appropriate), to ensure all SLAs are met and incidents are resolved in a short time frame. Ability to be dynamic and reactive as well as creating and driving process to increase IT efficiency, drive pro-activeness, and educate end users on how best utilize the technology provided. Responsibilities: o Troubleshoot to resolution Windows 7/8.1/10, Mac OSX, Microsoft Office 365, and other internal application software issues as assigned o Image, configure, upgrade, and repair Dell, Surface, Apple desktops and laptops o Active Directory, MS Exchange, SCCM, JAMF administration including add/change/move requests o Administer and maintain iPhone and Android mobile phones\tablets via InTune MDM o Remote support for all metros in North America (Seattle, Silicon Valley, LA, Denver, Dallas, Miami, Atlanta, Chicago, Toronto, Boston, Tampa, NY, DC) o Complete desktop and telecom related projects as assigned (e.g., software or hardware deployments, office moves, IT license audits, etc.). o Help troubleshoot and work with telecom engineers to resolve end user telecom issues o Provide outstanding customer service o Help build and a rich IT knowledge base by creating and maintaining process and resolution documentation o Understands implications of work and makes recommendations for solutions o Determine methods and procedures on new assignments. o Ability to lift 50 lbs o Other duties as assigned Qualifications/Experience: o Advanced to expert knowledge of SCCM, JAMF, Windows 7/8.1/10, Mac OSX, Office O365 o Understanding of system administration, basic networking and VoIP concepts o 4 - 6 years' experience working in a fast paced and dynamic but VERY customer focused IT Helpdesk environment o Bachelor's degree in Computer Science or MIS or equivalent work experience o Detail oriented, deadline and results driven o Excellent written and verbal communication skills o Strong customer service background o Intel based Mac OSX hardware/software support is required