Pay Rate: $75-85/hr
Support
- Efficiently handle complex IT support issues in a high-velocity environment
- Triage and prioritize multiple competing requests effectively
- Identify and implement process improvements to enhance support efficiency
- Contribute to knowledge base development and documentation
- Mentor junior team members on best practices and technical skills
Critical Thinking & Problem Solving
- Resolve complex technical issues across various platforms and applications
- Handle escalations and independently drive issues to resolution
- Develop and maintain technical documentation
- Identify trends in support requests to drive systemic improvements
- Collaborate with IT Systems Engineering on complex problem resolution
Automation
- Identify opportunities for automation and process enhancement
- Contribute to the development of support scripts and tools
- Help design and implement scalable support workflows
- Maintain and improve IT knowledge base and self-service resources
Strong candidates may also have experience with:
- Have experience with cloud platforms like AWS, GCP, or Azure
- Have supported business continuity planning or data loss prevention
- Have experience building custom automation between various tools
- Exceptional problem-solving and troubleshooting abilities
- Strong prioritization and time management skills
- Ability to work independently while supporting team goals
- Experience with ticketing systems and support metrics
- Proven track record of thriving in high-pressure environments
Preferred Qualifications
- 6+ years of experience managing corporate IT systems in a modern cloud-first environment
- A good communicator, with a positive attitude and excitement for building new processes and policies for a rapidly growing organization
- Experience and understanding of core IT Service Management functions, such as Change Management and Incident Management.
- Experience in support and troubleshooting Mac OS and Chrome OS platforms as well as iOS & Android mobile devices
- Experience supporting a company’s IT with little or no oversight
- Experience managing vendor relationships
- Security and Compliance focused mindset
- BA/BS in Computer Science, Information Science or 2-3 additional years of equivalent experience
